Altice USA's Optimum Partners with Google Cloud to Enhance Customer Experience through AI

The collaboration marks a multi-year agreement that underscores Optimum's dedication to integrating advanced AI-driven solutions into its operations. By utilizing Google Cloud's Customer Engagement Suite, Vertex AI platform, and Gemini models, Optimum seeks to build a more intelligent and personalized customer experience across its web interactions, mobile applications, call centers, and in-person kiosks.

Keith Bowen, President of Business Services, News & Advertising at Optimum, emphasized the company's commitment to enhancing customer relationships through this partnership. "By leveraging Google Cloud’s AI technology, we are not only improving efficiency but also fostering deeper, more meaningful customer relationships," Bowen stated. "We’re excited about where this partnership can take us in our journey to be the connectivity provider of choice for consumers and businesses in every community that we serve."

Optimum's initiative includes the deployment of human-centered tools powered by Google Cloud’s generative AI technology, including the virtual AI agent, AVA. This intelligent AI partner is designed to assist customer service representatives by offering optimal guidance and relevant offers, resulting in faster resolution times for customer inquiries.

Optimum has been on a transformative journey over the past two years, addressing technological challenges that previously hindered its ability to deliver top-tier customer service. The company has reported a remarkable 26-point increase in its net promoter score during this period, indicating a significant improvement in customer satisfaction.

Shu Roy, Chief Customer Experience Officer of Optimum, expressed optimism about the future, stating, "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."

Oliver Parker, Vice President of Global Generative AI GTM at Google Cloud, highlighted the importance of customer service in the telecommunications sector. "Customer service is one of the most critical differentiators for telecommunications companies today," Parker noted. "By using our AI-powered solutions, Optimum is ensuring that its customers receive the support they need, when and where they need it."

With this strategic partnership, Optimum is poised to enhance its customer experience significantly, leveraging the power of AI to not only meet but exceed customer expectations. As the telecommunications landscape becomes increasingly competitive, Altice USA's commitment to innovation and customer satisfaction positions it as a forward-thinking leader in the industry. The collaboration with Google Cloud is expected to pave the way for further advancements in customer service, ultimately fostering stronger relationships with customers across Optimum's extensive service footprint.