Verizon powers intuitive customer experiences with Google Cloud
July 13 2020 - 8:00AM
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 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 & 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.”
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.
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Media contact:Ilya
HemlinIlya.Hemlin@verizon.com908.295.7677@ilyahemlin
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