Optimum and Google Cloud Partner to Transform Optimum’s Customer Experience with AI Innovation
Optimum and Google Cloud are expanding their collaboration to build intelligent and personalized customer experiences across web interactions, mobile apps, call centers, and in-person kiosks.
“Over the last two years, Optimum has significantly improved the customer experience by strengthening the quality of our networks, products, and support solutions, leading to best-in-class net promoter scores and decreasing churn,” said Optimum’s chief customer experience officer Shu Roy. “As we continue on our transformation journey, we believe that with Google Cloud’s AI-driven solutions, we will fast track even more improvements in customer satisfaction and overall experience to drive business growth.”
Optimum will use Google Cloud's generative AI (GenAI) technology—including Google’s Customer Engagement Suite, Vertex AI platform, and Gemini models—to improve customer service and ultimately build stronger, more personal relationships with customers, according to the company.
This multi-year agreement marks a significant step in Optimum's commitment to providing cutting-edge, AI-driven solutions that enhance customer interactions and satisfaction.
Optimum is building human-centered tools with Google Cloud’s GenAI technology and Optimum’s virtual AI agent, AVA, that will function as an intelligent AI partner for customer service representatives, delivering optimal guidance and relevant offers.
These tools are already helping deliver faster resolution times, handling more than 50% of customer inquiries today. These new tools are expected to improve customer interactions and make the job easier for employees by:
- Providing helpful and personalized support
- Making interactions more understanding
- Creating seamless experiences across all channels
- Using AI-driven insights to enhance service quality and gain deeper customer understanding
“Customer service is one of the most critical differentiators for telecommunications companies today,” said Oliver Parker, vice president, global generative AI GTM, Google Cloud. “By using our AI-powered solutions, Optimum is ensuring that its customers receive the support they need, when and where they need it, making interactions more intuitive, and ultimately, more satisfying. We’re pleased to help Optimum continue to build upon its incredible customer experience.”
Optimum is currently undergoing a major transformation journey, with a mission to be the connectivity provider of choice in its 21-state footprint. Now with Google Cloud’s AI-driven solutions, the company believes it can fast track more measurable improvements in its customer satisfaction and overall experience, according to the company.
For more information about this news, visit https://cloud.google.com.