Verizon unveils new AI tools to transform customer experience

New human-assisted GenAI technology offers more transparency, saves time and simplifies tasks for employees helping customers

NEW YORK, May 14, 2024 (GLOBE NEWSWIRE) -- Verizon is enhancing the customer experience through new GenAI tools that are reimagining and improving the way the company serves its customers. In recent months, Verizon has been developing – and deploying – industry-leading, human-assisted GenAI applications to simplify experiences and help make every interaction a positive one.

These new tools make it simple to do business with Verizon and help reduce the cognitive load on store and customer service partners. These tools are designed with human in the loop - to work alongside our customers and frontlines as a personal “guide” to get to the best answers and offers available. Most importantly, these tools allow Verizon representatives on the frontlines to build meaningful relationships with customers, because every interaction matters. New tools include:

Seamless experiences

• Personal Research Assistant: Verizon’s personal assistant technology is helping our frontline teams review thousands of resources to provide employees with the information they need to assist customers quickly and accurately, and personalized based on their unique needs. The improvements are already evident. Employees are now able to answer nearly all (95%) of customer inquiries, and our answer accuracy rate continues to increase.
  
• “Fast Pass” to resolution: To help save customers’ valuable time, Verizon is using AI to intelligently pair them with the best available customer care representative to meet their specific needs. AI’s match-making advantage for our support teams helps improve the experience by making the best human connection. This means that if a customer is calling about a specific question related to their international service, that customer will be paired with our best expert on international travel options, rather than a generalist. AND, that representative will see them through to a positive resolution.
  

Best-in-class digital and in-store experiences

• Personal Shopper/Problem Solver: Working alongside employees as a customer’s personal shopper and problem solver, Verizon is using AI to instantly analyze a customer’s profile and help employees get a head start on who the customer is and why they may be calling. This allows them to provide answers, offers, experiences and products that speak to the customers’ needs with ease, accuracy and efficiency. With the personal shopper and problem solver working in the background, Verizon has already cut the customer transaction time down by two to four minutes.