Verizon's AI-Powered Customer Care Transformation
Verizon has made headlines by integrating Google Cloud’s generative AI (genAI) capabilities into its customer care platform. This innovative move has led to a remarkable 96% accuracy rate in agent assistance and a significant reduction in average call times.
In May 2024, Verizon introduced a suite of human-assisted genAI applications, including the Personal Research Assistant, developed in collaboration with Google Cloud. This conversational agent is now operational across 28,000 customer care representatives and retail stores.
The customer care software leverages Google’s Gemini large language models and the Vertex AI platform for the development, deployment, and management of AI agents and models. The Personal Research Assistant tool equips frontline teams with the ability to sift through thousands of resources, empowering them to resolve customer issues quickly and accurately.
The results are impressive, with a high level of accuracy ensuring that customer inquiries are consistently addressed. Upcoming enhancements, such as automated conversation summaries and follow-up action reminders, are set to further optimize agent workflows.
According to Verizon Consumer CEO Sampath Sowmyanarayan, "the tangible results demonstrate the power of AI to enhance efficiency and empower our customer care teams.” Last year, Verizon CEO Hans Vestberg predicted that genAI could help retain 100,000 subscribers by proactively identifying customer needs and connecting them with the most suitable representatives.
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