Verizon Launches Managed AI Service

When it comes to artificial intelligence (AI), most organizations will have to make one of two choices. They can either invest in the technologies required to build their own AI platform or leverage one that has already been built. Verizon is betting most organizations will opt for the latter. Verizon this week launched Digital Customer Experience, a managed service through which Verizon will provide organizations access to bots developed by Verizon that can be trained to automate a wide variety of processes relating to customer service spanning chats, texts, email, social media and, of course, a phone. Alla Reznik, director of customer experience, global products and services for Verizon, says the underlying AI platform employed to deliver AI-enhanced customer interactions is the same one the telecommunications carrier relies on to automate its own customer interactions.