Verizon Unveils Latest AI Tools for CX Transformation
New tools offer Personal Research Assistant, Personal Shopper/Problem Solver, Segment of Me, and more functionalities for personalised experiences.
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Verizon is enhancing the customer experience through new GenAI tools that are reimagining and improving the way the company serves its customers. These new tools make it simple to do business with Verizon and help reduce the cognitive load on store and customer service partners.
Brian Higgins, Chief Customer Experience Officer, Verizon Consumer, said, “We’re on a journey to provide a premium experience during every interaction because we know it matters to our customers. 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.”
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.
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New tools offer Personal Research Assistant, Personal Shopper/Problem Solver, Segment of Me, and more functionalities for personalised experiences. For instance, Verizon’s Personal Shopper/Problem Solver allows businesses to provide answers, offers, experiences and products that speak to the customers’ needs with ease, accuracy and efficiency.
