SUNNYVALE, Calif. and
NEW YORK, July 13, 2020 /PRNewswire/ -- Verizon customers
in search of support may soon find a more natural and streamlined
digital experience, thanks to a new collaboration with Google
Cloud. What they won't see behind this experience is the
conversational artificial intelligence (AI) that can help customer
care agents respond to customer queries, as well as assist
consumers directly.
With the Google Cloud Contact Center AI solution, Verizon
continues to develop rich digital experiences and to offer
customers the ability to drive the conversation. Tapping into
enhanced natural language recognition technologies, coupled with
faster processing and real-time access to customer insights and
product information, Verizon helps customers quickly find the
answers to their questions while enabling agents to better assist
with customer requests.
The technology will help empower shorter call times, quicker
resolutions, and improved outcomes for customer satisfaction, and
it will allow Verizon to achieve those goals more quickly. Whether
through voice call or chat, customers will not need to go through
menu prompts or option trees; they simply say or type their
request, and the natural-language recognition feature finds the
best way to assist them. No stilted speech or robot-like
commands.
For live agent requests, the Contact Center AI Agent Assist
feature offers Verizon's customer care agents a real-time digital
assistant that fetches relevant articles within the knowledge base,
and then recommends personalized responses to agents at each turn
of the conversation, assisting the care agents in effectively
answering customer questions and addressing any issues.
The machine learning (ML) model that powers the solution learns
from millions of anonymized historical support logs about the type
of questions customers ask and how they phrase their questions. It
is constantly learning and evolving as new offers change or
expand.
"Verizon's commitment to innovation extends to all aspects of
the customer experience," said Shankar Arumugavelu, global CIO and
SVP, Verizon. "These customer service enhancements, powered by the
Verizon collaboration with Google Cloud, offer a faster and more
personalized digital experience for our customers while empowering
our customer support agents to provide a higher level of
service."
"We're proud to work with Verizon to help enable its digital
transformation strategy," said Thomas
Kurian, CEO of Google Cloud. "By helping Verizon reimagine
the customer experience through our AI and ML expertise, we can
create an experience that not only delights consumers, but also
helps differentiate Verizon in the market."
Useful
links:
https://cloud.google.com/solutions/contact-center/
About Verizon Communications Inc.
Verizon
Communications Inc. (NYSE, Nasdaq: VZ) was formed on June 30, 2000 and is celebrating its 20th year as
one of the world's leading providers of technology, communications,
information and entertainment products and services. Headquartered
in New York City and with a
presence around the world, Verizon generated revenues of
$131.9 billion in 2019. The
company offers voice, data and video services and solutions on
its award-winning networks and
platforms, delivering on customers' demand for
mobility, reliable network connectivity, security and
control.
About Google Cloud
Google Cloud provides organizations
with leading infrastructure, platform capabilities and industry
solutions. We deliver enterprise-grade cloud solutions that
leverage Google's cutting-edge technology to help companies operate
more efficiently and adapt to changing needs, giving customers a
foundation for the future. Customers in more than 150 countries
turn to Google Cloud as their trusted partner to solve their most
critical business problems.
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SOURCE Google Cloud