Customer experience articles
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Verizon customers experience brief issues calling 911
HONOLULU (KHON2) -- The Honolulu Police Department warned parts of the public of issues when calling 911 on Friday at noon. According to HPD, some Verizon Wireless customers calling dispatchers were transferred to an automated recording with instructions to call 911. Police said those who heard the recording needed to press zero to be connected []
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Verizon sharpens GenAI tools to improve customer experience
Verizon highlighted the use of new human-assisted generative AI (GenAI) tools to improve its customer service operations for subscribers.
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Generative AI can transform customer experiences. But only if you focus on other areas first
There's lots of hype about the potential power of generative artificial intelligence (AI), but real-world implementations are harder to find. While the technology could change the world of work forever, its implementation right now is focused on a few key areas -- and one of these is customer experience (CX).Forrester expects generative AI to give CX teams a big boost through 2024. The tech researcher says service agents will use AI-powered tools to ask natural language questions and receive...