Verizon Introduces AI-Powered Digital Customer Experience Managed Service for Business Customers
Verizon’s latest announcement of their new Digital Customer Experience managed service is a game-changer for businesses looking to enhance their customer support capabilities. By combining artificial intelligence with human interaction, Verizon is revolutionizing the way businesses interact with their customers across various platforms.
The Digital CX offering provides personalized support and experiences based on past interactions, delivered through a mobile interface. This means that customers contacting businesses via social media, chat, email, text message, or phone will receive tailored support 24/7. The integration of AI tools like Virtual Agent, Live Agent, Knowledge Assist, and Social Engagement ensures that businesses can address customer needs efficiently and effectively.
Verizon’s Director of Customer Experience, Alla Reznik, highlighted the importance of personalized and intuitive customer support in today’s digital age. With the increasing demand for self-serve support options, businesses need comprehensive solutions like Digital CX to meet customer expectations and evolve with changing demands over time.
The use of AI and chatbots in customer service applications is on the rise, with IDC predicting that 40% of digital transformation projects will utilize AI services within the next year. Verizon’s focus on enhancing Digital CX with verticalized solutions and integrating it with existing Contact Center as a Service solutions demonstrates their commitment to continuous improvement and innovation.
In addition to improving customer support, Verizon is also leveraging AI internally for network automation and predictive analysis. By using AI in their network and business services, Verizon is setting the standard for AI-driven customer experiences and network management.
Overall, Verizon’s Digital Customer Experience managed service is a testament to the power of AI in transforming customer interactions and improving business outcomes. With a focus on personalized support, seamless integration, and continuous enhancement, Verizon is paving the way for a new era of customer experience management.
