Verizon, Google pilot AI-based contact center platform

Verizon and Google are piloting artificial intelligence-based contact center technology that potentially could ease customer interactions with the carrier.

With Google Cloud Contact Center AI solution, Verizon continues to develop rich digital experiences and to offer customers the ability to drive the conversation. Tapping into enhanced natural language recognition technologies, coupled with faster processing and real-time access to customer insights and product information, Verizon helps customers quickly find the answers to their questions while enabling agents to better assist with customer requests.

Whether through voice call or chat, customers will not need to go through menu prompts or option trees; they simply say or type their request, and the natural-language recognition feature finds the best way to assist them. No stilted speech or robot-like commands.

AI has the potential to widely impact service providers' activities. For instance, AI can track long-term changes in demand and usage patterns more quickly and deeper than before. This can reveal potential new revenue streams, services that are under-performing and equipment and processes that have grown wasteful over time.

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