Verizon Launches Artificial Intelligence-Based Tools
New York, NY, USA, Jan 14, 019 -- Verizon launched a suite of solutions that blends human and artificial intelligence to enhance the customer engagement experience. Digital Customer Experience (CX) is an end-to-end managed service that deploys automation into enterprise and business owner’s customer experience tools.
Through Digital CX, consumers who contact a business – whether on social media, chat, email, text, or over the phone – will receive personalized experiences based on past interactions that are delivered through a mobile-first interface; allowing customer service representatives to access information seamlessly between platforms 24/7. The solution provides a deliberate method of collecting insights, learning from them, and quickly developing efficiencies.
"Every year, the experiences people have with business are becoming more personalized and tailored. Consumers increasingly want digital and intuitive self-serve support options on the channels that they prefer to use, and they challenge businesses to deliver," said Alla Reznik, director of customer experience, global products and services, Verizon. "Digital CX will give businesses one comprehensive solution to address this need today while also helping to prepare them to grow and evolve with their customer demands over time."
The promise of integrating AI into customer service has industry analysts predicting exponential growth. "IDC has estimated that within the next year, 40 percent of digital transformation initiatives will use AI services, as will 75 percent of enterprise applications by 2021 (IDC Predictions Provide a Blueprint and Key Building Blocks for Becoming a Digital Native Enterprise, 2017). AI is fundamental to the evolving customer experience," said IDC’s Mary Wardley, program vice president, loyalty and customer care. "Companies are recognizing the market advantage that AI-powered customer care represents. Verizon’s Digital CX is designed to help those companies harness AI and take their customer service to the next level.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Tuesday, January 15, 2019
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