Verizon pushing the boundaries of customer service

PLUS: OpenAI Launches New AI Model ChatGPTo Ahead of Google Announcements


This week we discuss how AI is being integrated into customer service workflows for a large Telco that is seeing huge efficient gains.

We also highlight some news of the week including a new model from ChatGPT and exciting AI announcements from Google.

Let’s get to it!


OpenAI Launches New AI Model and Desktop Version of ChatGPT (🔗 link)

OpenAI has unveiled GPT-4o, their latest AI model, along with a new desktop version of ChatGPT. GPT-4o, which stands for "omni," boasts enhanced capabilities, including real-time responsiveness, improved text, video, and audio processing, and the ability to handle 50 languages. This model represents a significant leap in making AI interactions more natural and efficient. Additionally, the desktop app, now available for both free and paid users, integrates features like voice mode and visual input handling, enhancing user experience across various platforms. These advancements highlight OpenAI's commitment to democratizing access to advanced AI technologies

First AI Talks Begin Between China and the US (🔗 link)

In a significant move, the US and China have initiated their first formal discussions on artificial intelligence in Geneva. These talks aim to address the risks and opportunities presented by AI, focusing on issues like deepfakes and disinformation campaigns. Both nations recognize the mutual risks if AI is weaponized or misused, highlighting the importance of establishing international guidelines. Although the immediate outcomes are expected to be modest, this dialogue marks a crucial step in global AI governance.

Google Search Gets Biggest Overhaul in Years with New Generative AI Features (🔗 link)

Google has launched significant updates to its search platform, integrating generative AI to offer more comprehensive and direct answers to queries. These enhancements, powered by Google's Gemini AI model, aim to streamline user experience by providing detailed information without needing multiple clicks. This overhaul is part of Google's strategy to stay competitive against AI rivals like OpenAI and Microsoft, highlighting the increasing importance of AI in search technology.


Verizon unviels new AI tools that are pushing the boundaries of customer service

Verizon is enhancing the customer experience through new GenAI tools that are reimagining and improving the way the company serves its customers. In recent months, Verizon has been developing and deploying human-assisted GenAI applications to simplify experiences and make every interaction a positive one for customers. These tools are designed to reduce the cognitive load on store and customer service partners, working alongside them as a personal “guide” to deliver the best answers and offers available. The outcome is a more streamlined, efficient, and satisfying customer experience.

One of the standout tools is Verizon’s Personal Research Assistant, which empowers frontline teams by reviewing thousands of resources to provide quick and accurate information personalized to each customer's unique needs. This tool has dramatically improved Verizon’s service capabilities, enabling employees to answer nearly all (95%) customer inquiries with increasing accuracy. Additionally, the “Fast Pass” to resolution uses AI to match customers with the best available customer care representative for their specific needs, ensuring a positive resolution by connecting them with the right expert from the start.

Verizon’s AI-driven innovations extend to both digital and in-store experiences. The Personal Shopper/Problem Solver tool helps employees instantly analyze customer profiles, providing tailored answers, offers, and experiences efficiently. This has reduced customer transaction times by two to four minutes. Moreover, the “Segment of Me” initiative uses AI to treat each customer uniquely, offering personalized plans, products, and service upgrades.

This approach has increased customer engagement and reduced churn, as Verizon tries to exceed customer expectations by delivering a highly personalized and seamless experience.

As AI becomes more ubiquitous we will start to feel a change in the way that we experience customer service at large telcos, banks, cable companies, etc. This will be a welcome change to the lackluster service that we have accostom to expect.

That’s a wrap!

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The Simply Augmented Team