TMCnet News
Verizon powers intuitive customer experiences with Google CloudNEW YORK, July 13, 2020 (GLOBE NEWSWIRE) -- 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 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. VERIZON’S ONLINE MEDIA CENTER: News releases, stories, media contacts and other resources are available at www.verizon.com/about/news/. News releases are also available through an RSS feed. To subscribe, visit www.verizon.com/about/rss-feeds/. Media contact: |