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Verizon: new collaboration with Google Cloud

( - Verizon announced on Monday that it has signed a new collaboration agreement with Google Cloud, which will use Verizon's artificial intelligence solution to improve the customer experience.

The Google Cloud Contact Center Artificial Intelligence tool - which is based on machine learning - will be deployed by the US mobile operator at its contact centers, in particular to help its teams answer customer questions via a smart "chat".

The solution will also make it possible to transfer a customer's request to an agent, who will benefit from the history of the conversation previously conducted by the virtual contact.

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