Verizon Adds Google Cloud Contact Center AI for Better Customer Service

Verizon is piloting Google Cloud Contact Center artificial intelligence (AI) to deliver more intuitive customer support.

Verizon will offer this through natural-language recognition, faster processing and real-time customer service agent assistance. The technology will allow shorter call times, quicker resolutions and better customer satisfaction, the carrier said.

It also will allow Verizon to achieve those goals more quickly.

David Longo is director of North American channels for Verizon Business Markets. He said this is an “exciting development” for Verizon’s customer care team.

Longo also is a member of the Channel Partners Business Advisory Board.

Verizon’s David Longo

“The Google Cloud Contact Center AI is more a part of our own customer service transformation and using innovation to improve our customers’ overall experience versus a partner offering,” he said. “With that said, we do believe our partners will ultimately benefit from their customers’ positive experience with Verizon, helping them differentiate in the market.”

Customer Experience

Whether through voice call or chat, customers won’t need to go through menu prompts or call lists; instead, they say or type their request. The natural-language recognition feature then finds the best way to assist them.

For live agent requests, the Contact Center AI Agent Assist feature offers Verizon’s customer care agents a real-time digital assistant. It recommends personalized responses to agents at each turn of the conversation. It also answers customer questions and addresses any issues.

The ML model that powers the offering learns from millions of anonymized historical support logs. They provide the type of questions customers ask and how they phrase them. It is constantly learning and evolving as new offers change or expand.

“We’re proud to work with Verizon to help enable its digital transformation strategy,” said Thomas Kurian, Google Cloud‘s CEO. “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.”