Google's AI starts answering Verizon support calls

If you call Verizon looking for support, don't be surprised when Google answers the phone.

This week, Verizon announced that it has started piloting Google's Cloud Contact Center Artificial Intelligence in a bid to deliver, "a more natural and streamlined digital experience." Verizon believes using Google's tech will lead to shorter call times and more satisfied customers, with the added bonus of the company being able to deal with more customers calling each day.

Shankar Arumugavelu, global CIO & SVP, Verizon, commented, "Verizon's commitment to innovation extends to all aspects of the customer experience ... These customer service enhancements, powered by the Verizon collaboration with Google Cloud, offer a faster and more personalized digital experience for our customers while empowering our customer support agents to provide a higher level of service." Read more...