Altice USA's Optimum brand has partnered with Google Cloud for a multi-year agreement to utilize generative AI to improve customer service. Google Cloud's tools currently facilitate over half of customer inquiries. The partnership will implement Google's Customer Engagement Suite and AI platforms to enhance Optimum's virtual AI agent. The focus is on providing personalized support, seamless customer interactions, and gaining insights into service quality. This initiative coincides with network upgrades for better service delivery, as Optimum serves around 4.6 million customers across 21 states.
By leveraging Google Cloud's AI technology, we are not only improving efficiency but also fostering deeper, more meaningful customer relationships, while simplifying how our teammates serve our customers.
The goal of the partnership is to create and improve relationships with customers across web interactions, mobile apps, call centers, and in-person kiosks.
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