Optimum has deepened its collaboration with Google Cloud in a strategic move to transform its customer experience using cutting-edge generative AI solutions. The telecom brand, under Altice USA, announced a multi-year agreement aimed at delivering intelligent, seamless, and personalized service across digital, call center, and in-person touchpoints.
Building on a 26-point boost in its Net Promoter Score (NPS) over the last two years, Optimum will leverage Google Cloud’s AI suite—including the Customer Engagement Suite, Vertex AI, and Gemini models—to further streamline customer support and personalize interactions.
At the center of this initiative is AVA, Optimum’s virtual AI agent, which is already handling over half of all customer inquiries. AVA acts as a smart assistant to service representatives, providing real-time insights, suggesting relevant solutions, and accelerating resolution times.
The partnership focuses on four core enhancements:
- Smarter Support: AI-generated knowledge bases offer reps real-time, context-aware answers to improve response accuracy and speed.
- Empathetic Interactions: Real-time sentiment analysis enables AI agents to respond with greater emotional intelligence.
- Cross-Channel Consistency: Customers can start conversations on one platform and continue on another without losing context.
- Deeper Insight: AI-driven analytics will identify service gaps, track performance, and highlight improvement opportunities.
Keith Bowen, President of Business Services, News & Advertising at Optimum, emphasized the partnership’s significance: “This collaboration is not only boosting operational efficiency but also helping us form deeper customer relationships. Google Cloud’s AI tech is accelerating our mission to be the connectivity provider of choice.”
Oliver Parker, Vice President of Global Generative AI GTM at Google Cloud, added, “Customer experience defines brand value in telecom today. With our AI, Optimum is setting new standards for support quality and responsiveness.”
Shu Roy, Chief Customer Experience Officer at Optimum, reflected on the company’s transformation journey: “In just two years, we’ve made tremendous progress in enhancing service quality, thanks to technology and a customer-first mindset. With Google Cloud, we’re set to drive even greater gains.”
Optimum’s transformation began as a response to past limitations in support infrastructure. With significant AI integration and network improvements now in place, the brand aims to further accelerate satisfaction metrics and reduce churn across its 21-state U.S. footprint.
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News Source: Businesswire.com
