Google Cloud has scored a major win as Verizon has chosen its Contact Center AI to help power its customer service experience.
Google has developed a reputation as being one of the most AI and machine learning-friendly cloud solutions. This latest deal lends credence to that, as Verizon is looking to use Google’s conversational language AI to help speed up wait times and improve customer service.
Verizon plans to deploy the technology to assist both customers and live agents. For customers, the conversational AI will help them get to the right agent faster, without having to go through menu prompts. They’ll be able to simply speak or type their request and the AI will route them to the agent or department that can best assist. For the live agents, the AI will contribute by retrieving documentation and other materials that can help the agent better assist the customer.
“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.”
This is a big win for Verizon’s customers and Google Cloud, and will help Google further its reputation in the AI field.