- Optimum collaborates with Google Cloud to enhance customer experience using AI technology.
- The partnership aims to leverage generative AI for improved customer interactions and service efficiency.
- Optimum's Net Promoter Score increased by 26 points over the past two years, highlighting customer satisfaction improvements.
Today, Optimum, a brand of Altice USA (ATUS, Financial), has announced an expanded collaboration with Google Cloud to revolutionize its customer experience through the implementation of generative AI technologies. Utilizing Google Cloud's advanced AI tools, Optimum aims to provide a personalized and intelligent customer service experience across various platforms, including web, mobile apps, call centers, and physical kiosks.
This strategic partnership will integrate Google Cloud's Customer Engagement Suite, Vertex AI platform, and Gemini models into Optimum's current infrastructure. Optimum's virtual AI agent, AVA, will serve as an intelligent assistant, helping customer service representatives offer relevant guidance and tailored offers to customers. The new tools have already improved operational efficiency, handling over 50% of customer inquiries and reducing response times.
With real-time AI-driven sentiment analysis, Optimum will ensure that customer interactions are more empathetic and responsive to the nuances of customer emotions, thereby enhancing overall satisfaction. The integration also enables seamless multi-channel customer experiences, allowing interactions to continue effortlessly across different communication platforms.
Keith Bowen, President of Business Services, News & Advertising at Optimum, emphasized the company's commitment to delivering exceptional customer experiences and fostering meaningful relationships. The advancements provided by Google Cloud's AI capabilities are expected to bolster this mission significantly, positioning Optimum as a leading connectivity provider within its 21-state operational footprint.
Since embarking on its transformation journey, Optimum has achieved a remarkable 26-point increase in its net promoter score over the past two years. This partnership with Google Cloud represents a further step in accelerating customer satisfaction improvements and reinforcing Optimum's competitive advantage in the telecommunications sector.
