Dive Brief:
- Verizon is rolling out worker-facing generative AI tools to fuel better experiences, the company announced Tuesday. Call center agents and in-store associates each have specialized software designed for their needs.
- The telecommunication provider’s AI-powered resolution tool for call centers identifies the right customer service representative for a given inquiry. A customer with a question about international service, for example, would be paired with an expert on international travel options.
- Frontline associates now have a personal AI assistant that helps them find answers to customer inquiries, with a 95% success rate, according to Verizon. The company’s AI-powered personal shopper feature offers workers personalized information based on shopper profiles, cutting customer transaction times by 2 to 4 minutes.
Dive Insight:
Verizon is delivering on plans to equip employees with AI-powered tools to help them offer better customer service.
The employee-facing AI rollout was one of the core initiatives Chief Customer Officer Brian Higgins announced when he joined the wireless provider in February.
Since then, CEO Hans Vestberg said the company wants to “lead the AI revolution” and that “enabling AI at scale for improved customer service is key” to the company’s strategy during an earnings call last month.
Verizon wants to keep a human in the loop as a customer’s personal guide, the company said in its press release. Its AI tools can find the best answers or offers for the shopper, while frontline workers can use that information to help build meaningful customer relationships, the company said.
Filtering a generative AI assistant’s output through an agent or store associate is a good way to maximize the benefits of AI while minimizing potential downsides, according to Tim McDougal, managing director and service excellence lead at Deloitte Digital.
AI is excellent at digging through large amounts of information to find relevant insights, McDougal said. A human in the loop can identify the most pertinent information discovered by AI and use it to efficiently help the customer while maintaining the human touch.
