Verizon unveils new AI tools to transform customer experience
14 Mai 2024 - 6:30PM
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.
- “Segment of Me:” AI is helping us treat each
customer in a highly personalized manner by providing unique offers
and products that are tailored exclusively for them – what we call
a “segment of me.” From new plans, product offers, service upgrades
and more, AI is accurately and proactively identifying what a
customer may be looking for and enabling agile, consistent
experiences no matter where they shop. With this type of proactive
work, Verizon has increased the engagement with our customers and
lowered churn.
“We’re on a journey to provide a premium experience during every
interaction because we know it matters to our customers,” said
Brian Higgins, Chief Customer Experience Officer, Verizon Consumer.
“We connect roughly 99% of the population and they count on us to
handle everything from making calls and sending texts, to
purchasing new tech, billing questions or checking out new products
in our stores. We understand that every interaction is an
opportunity to make a meaningful impact on people’s lives. AI is
helping us not just meet expectations, but exceed them by showing
our customers we’ve got their back at every turn.”
Teams are already starting to see meaningful increases in
customer satisfaction and improved engagement across all sales and
service channels, from fixing pain points and providing signature
experiences, to creating best-in-class digital channels, and
driving simplicity and transparency across all touch points.
Verizon Communications Inc. (NYSE, Nasdaq: VZ) was formed on
June 30, 2000 and is one of the world’s leading providers of
technology and communications services. Headquartered in New York
City and with a presence around the world, Verizon generated
revenues of $134.0 billion in 2023. The company offers data, video
and voice services and solutions on its award-winning networks and
platforms, delivering on customers’ demand for mobility, reliable
network connectivity, security and control.
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Media contact: Marnie
Baddockmarnie.baddock@verizon.com
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