The company is just one of many using AI to improve efficiency and personalize services.
06/24/2024 2:50 P.M.
1 minute read
Verizon is leaning into artificial intelligence, using it to predict why customers are calling and pairing them with the best customer service representative to meet their specific needs.
CEO Hans Vestberg told Reuters that Verizon handles approximately 170 million calls annually and, with the implementation of GenAI, can now identify the reason for a customer’s call 80% of the time.
“I have 60,000 call agents and I know what they are really good at so I can match your call with the right agent,” he told Reuters, adding this would mean 100,000 customers staying with Verizon.
Last month, Verizon announced that it has been using “human-assisted GenAI applications” to improve customer experiences. The tools include personal assistant technology, which gives employees the information they need to assist customers quickly and accurately, and technology that identifies what a customer may be looking for and sends them a personalized product offer or service upgrade.
AI is Reshaping Financial Services
Verizon is just one of the many companies speaking up about its use of technology and AI.
In the last few months, Discover, Visa, Klarna and other financial services companies have all shared how they are using AI to improve the consumer experience and bolster their cybersecurity.
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