Optimum Expands Collaboration with Google Cloud to Redefine Customer Experience Through AI Innovation

Optimum and Google Cloud announced an expanded multi-year partnership focused on elevating the customer experience through advanced AI-driven capabilities. By integrating Google Cloud’s generative AI technologies, including the Customer Engagement Suite, Vertex AI platform, and Gemini models, Optimum aims to create a more intelligent, seamless, and personalized experience across its digital and in-person customer service channels.

This collaboration supports Optimum’s ongoing digital transformation strategy and reinforces its commitment to delivering cutting-edge, AI-powered service solutions. From mobile apps and web platforms to call centers and retail kiosks, customers will benefit from more context-aware, empathetic, and consistent interactions—anytime, anywhere.

As part of this initiative, Optimum is enhancing its virtual AI assistant, AVA, with generative AI to support customer service representatives as a real-time, intelligent partner. AVA leverages AI insights to offer agents optimal guidance and tailored offers, already handling over 50% of customer inquiries and significantly improving resolution times.

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“Optimum is committed to delivering the best possible experience for our customers, and our expanded and deepened partnership with Google Cloud is a testament to that mission,” said Keith Bowen, president of Business Services, News & Advertising, Optimum. “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. 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.”

Key Benefits of the AI-Driven Collaboration:

• Smarter, More Personalized Support: Generative AI will automatically update and refine Optimum’s intelligent knowledge base, empowering service agents with real-time, context-specific answers—even before a customer finishes asking.
• Emotionally Intelligent Interactions: Real-time sentiment analysis enables AVA and human agents to respond empathetically, improving the tone and quality of customer interactions.
• Omnichannel Continuity: Customers can move fluidly between communication channels—such as websites, messaging platforms, and social media—without losing context. AI-powered suggestions guide the next best steps for a smooth experience.
• Actionable Insights to Drive Service Excellence: AI will continuously analyze interactions and agent performance, offering insights for targeted service improvements, deeper customer understanding, and increased satisfaction.

“Customer service is one of the most critical differentiators for telecommunications companies today,” said Oliver Parker, vice president, Global Generative AI GTM, Google Cloud. “By using our AI-powered solutions, Optimum is ensuring that its customers receive the support they need, when and where they need it, making interactions more intuitive, and ultimately, more satisfying. We’re pleased to help Optimum continue to build upon its incredible customer experience.”

The announcement comes at a pivotal time for Optimum, which is undergoing a comprehensive transformation to become the connectivity provider of choice across its 21-state footprint. Just two years ago, the company faced significant technological limitations that impacted service speed and responsiveness. Since then, Optimum has made measurable progress, including a 26-point increase in its Net Promoter Score (NPS).

Added Optimum’s Chief Customer Experience Officer, Shu Roy, “Over the last two years, Optimum has significantly improved the customer experience by strengthening the quality of our networks, products, and support solutions, leading to best-in-class net promoter scores and decreasing churn. 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.”

This AI-led evolution marks a bold step forward for Optimum, equipping the company with powerful tools to better serve customers, support employees, and drive long-term brand loyalty in a rapidly evolving digital landscape.

SOURCE: Businesswire