What is The News About?
By rethinking and better serving customers, Verizon is increasing the customer experience with new GenAI tools. Verizon has been busy in the past few months creating and releasing top-tier GenAI apps that include human assistance to streamline experiences and ensure that every encounter is positive.
The new technologies simplify doing business with Verizon and help store and customer service partners minimize the cognitive load. With humans at the center of their design, these tools can “guide” our customers and frontline employees to the best solutions and deals. Ultimately, these resources help Verizon’s frontline agents connect with consumers on a deeper level, which is crucial because every connection counts. Among the new tools are:
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Why Is It Important?
- Verizon’s personal assistant software is assisting our frontline personnel in searching through hundreds of resources, giving them the knowledge they need to provide customers with fast, accurate, and personalized service that’s tailored to their specific needs. It is clear that things have improved.
- Staff members can now respond to nearly all (95%) consumer requests, and the accuracy rate of our answers is steadily rising.
- “Fast Pass” to resolution: Verizon is utilizing AI to intelligently match consumers with the most suitable customer service person based on their individual needs, saving them important time. The use of AI in support team matchmaking allows us to provide a better experience by establishing the most appropriate human connection.
- This implies that our top specialist on foreign travel alternatives will be assigned to a customer’s call instead of a generic representative if the customer has a detailed inquiry regarding their international service. AND, that agent will be their go-to until the problem is solved.
- In its role as virtual shopper and problem solver, Verizon is leveraging artificial intelligence to quickly assess a customer’s profile, giving personnel a better idea of the customer’s identity and potential reason for contacting.
- Their ability to efficiently and accurately meet client needs through the provision of answers, offers, experiences, and products is greatly enhanced by this. Customers’ transaction times have been reduced by two to four minutes thanks to Verizon’s personal shopper and problem solver, which operates in the background.
Benefits
1. Verizon’s new AI tools help customer service staff find answers quickly, making service faster and more accurate, improving customer satisfaction.
2. The AI matches customers with the best service agents based on needs, saving time and ensuring better support and personalized solutions.
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