Optimum and Google Cloud have announced an expanded collaboration to deliver a more intelligent and personalized customer experience across various channels, including web interactions, mobile apps, call centers, and in-person kiosks. This partnership leverages Google Cloud’s generative AI technology, including Customer Engagement Suite, Vertex AI platform, and Gemini models, to improve customer service. Through this multi-year agreement, Optimum aims to build stronger relationships with customers, using advanced AI solutions to offer faster resolutions and more personalized experiences.

Benefits of Optimum’s Collaboration with Google Cloud

1. Enhancing Customer Service with AI-Powered Insights

• Optimum is utilizing Google Cloud’s generative AI technology and its virtual AI agent, AVA, to assist customer service representatives. This intelligent partnership helps guide agents with real-time insights and relevant offers, delivering better customer support and faster resolution times.

• These AI tools are currently handling more than 50% of customer inquiries, with plans to expand their capabilities for an even greater impact.

2. Providing Personalized and Proactive Support

• By leveraging Google Cloud’s AI, Optimum anticipates customer needs by automatically creating and updating an intelligent knowledge base. This provides customer service representatives with contextually relevant insights, allowing them to deliver solutions even before customers ask.

• This technology enables proactive customer support, helping businesses stay ahead of customer needs and enhance their experiences.

3. Real-Time Sentiment Analysis for Empathetic Interactions

• Optimum can now monitor customer sentiment in real-time with AI-powered sentiment analysis. This ensures that every interaction feels empathetic and appropriately responds to the customer's emotions, creating a more human-like experience.

4. Seamless Omnichannel Experiences

• One of the standout features of this partnership is the ability for customers to continue conversations seamlessly across different platforms (e.g., website, messaging app, social media). Even if a customer returns after a few days, the AI system ensures that their previous interaction context is preserved, providing a smooth and consistent experience across all touchpoints.

5. Data-Driven Insights for Continuous Improvement

• Google Cloud’s AI technology provides Optimum with valuable insights into customer behavior and the performance of both human and AI agents. This allows Optimum to continually optimize service quality, identify areas for improvement, and gain a deeper understanding of its customers.

Optimum's expanded collaboration with Google Cloud marks a significant milestone in its mission to provide superior, AI-driven customer service. The integration of generative AI into its customer support operations will enable Optimum to deliver faster resolutions, personalized experiences, and empathetic interactions that drive customer satisfaction. With these innovations, Optimum is well-positioned to continue its journey of transformation and business growth, ultimately becoming the connectivity provider of choice across its 21-state footprint.