Optimum has entered a multi-year partnership with Google Cloud to transform its customer experience using the latest in generative AI technologies. This collaboration will integrate AI-powered tools across every touchpoint of the customer journey—from websites and mobile apps to call centres and in-store kiosks—aiming to create a more seamless, empathetic, and personalised service experience.
“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.”
At the heart of this transformation is Google Cloud’s generative AI ecosystem, including the Customer Engagement Suite, Vertex AI, and Gemini models. These tools aim to power Optimum’s customer experience strategy, allowing for faster, smarter, and more human-centred interactions.
Central to the rollout is AVA, Optimum’s AI-driven virtual assistant, designed to work alongside human agents to deliver proactive support and tailored recommendations. Already, AVA handles over half of all customer inquiries, significantly speeding up response times and enhancing resolution efficiency.
AI-generated knowledge base
One of the key innovations in this partnership is the ability to anticipate customer needs through AI-generated knowledge bases. In addition, the systems update in real-time and equip support agents with contextual insights, allowing them to provide meaningful answers before anyone asks a question. This predictive support aims to reduce customer effort significantly and increase 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. ”
The importance of emotions
Understanding the emotional state of a customer is also becoming a core feature. With real-time sentiment analysis, Optimum can also ensure interactions are more emotionally intelligent, responding not only to what customers say but how they feel. This approach fosters more compassionate conversations and strengthens the customer-agent connection.
Furthermore, the collaboration supports a truly omnichannel experience. Customers will be able to move seamlessly between communication platforms—starting a conversation via a website, picking it up days later on social media, and finishing it via text—without losing context.
AI will guide both the customer and support teams on the most logical next steps, ensuring consistency and convenience.
In addition, by analysing customer behaviour and support trends, the system will offer data-driven recommendations to continuously improve service delivery.