Accenture and Verizon have won a Global Telecoms (“Glotel”) Award for their collaboration on an innovative customer service solution that uses artificial intelligence (AI) and intelligent analytics to help Verizon customers resolve issues quickly and easily.
Known as the “Glotels,” the Global Telecoms Awards recognize innovation in advancing and transforming today’s telecom industry.
Accenture and Verizon’s award, in the “AI and automation initiative of the year” category, acknowledges the success of their solution, which helps proactively steer customers to an AI-powered digital assistant that uses interpretive AI to provide an enhanced, consistent and personalized customer-service experience. Using machine learning, the digital assistant has been designed to become smarter over time.
“By teaming with Accenture and using leading-edge artificial intelligence to assist customers, we have been able to provide them with a fast and easy way to meet their needs,” said Nancy Clark, senior vice president of customer service for Verizon.
Scott Alfieri, a managing director at Accenture and its client account lead for Verizon, said, “In today’s highly competitive market, offering an engaging customer experience is critical. We’re pleased to be recognized for embracing leading-edge technologies to help Verizon provide its customers with a personalized digital omnichannel experience. This award is a testament to our long-standing relationship and shared vision for innovation.”