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Verizon Pilots Google Cloud's Contact Center AI Solution
Verizon is test driving Google (News - Alert) Cloud's Contact Center AI technology in an effort to improve customer experiences. The company announced this week that it is piloting the technology to create a more intuitive customer support experience using natural-language recognition.
The Contact Center AI software enables users to deploy virtual agents to handle basic customer interactions. Verizon (News - Alert) customers who contact the company using voice or chat may say or type their requests to get a response. The technology removes the need to follow menu prompts or option trees.
The solution also enables customers to escalate requests to a human customer service agent through the Contact Center AI Agent Assist feature. It provides agents with relevant information about the customer by fetching relevant articles within the software's knowledge base. The solution then suggests personalized responses to agents, enabling them to address issues and answer questions correctly throughout a conversation.
The solution is powered by a machine learning model, enabling the software to learn from millions of anonymized historical support logs. This teaches the offering about the types of questions customers ask as well as how they phrase their questions. The software continuously learns and evolves as questions change and expand. According to Google, the technology will ultimately speed up and improve service for Verizon customers through shorter call times, quicker resolutions and improved outcomes.
"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," said Thomas Kurian, CEO of Google Cloud.
“Verizon’s commitment to innovation extends to all aspects of the customer experience,” said Shankar Arumugavelu, global CIO & SVP of 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.”
Google has been focused on the telecom market for its cloud and AI offerings, rolling out its Anthos for Telecom offering in March. An extension of the company's Anthos cloud platform, the solution extends 5G and the cloud to the network edge, enabling telecom players to embrace new business models and revenue opportunities.
Edited by Maurice Nagle