Optimum has selected Google AI to enhance customer experience because of the transformative capabilities that Google Cloud’s generative AI (gen AI) technology offers.
The integration of tools such as Google’s Customer Engagement Suite, Vertex AI platform, and Gemini models allows Optimum to build intelligent, personalized interactions across multiple customer touchpoints like web, mobile apps, call centers, and in-person kiosks. By leveraging AI, Optimum aims to provide quicker, more effective resolutions for customers while deepening the relationships between the company and its users.
Optimum’s Chief Customer Experience Officer, Shu Roy, said: “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.”
Altice USA, which owns Optimum Mobile brand, has reported its highest-ever fiber net additions, reaching 538,000 fiber customers at the end of 2024, a 58 percent increase compared to the end of 2023. This growth accelerated in Q4 2024 and throughout FY 2024, with 57,000 and 197,000 net fiber additions, respectively. Fiber network penetration increased to 18.2 percent by the end of Q4 2024, up from 12.5 percent a year earlier.
Optimum also saw its best mobile line performance in five years, adding 460,000 lines, a 43 percent increase compared to year-end 2023. The company added 40,000 mobile lines in Q4 2024 and 137,000 in FY 2024. Additionally, the percentage of broadband customers who also subscribed to mobile services rose to 5.7 percent by the end of Q4 2024, up from 3.5 percent at the end of 2023.
Optimum’s collaboration with Google Cloud emphasizes a human-centered approach to customer service. Through the use of Google Cloud’s gen AI technology, Optimum is able to develop virtual AI agents, like AVA, which act as intelligent partners for customer service representatives. This enables faster resolution times, as AI is already handling more than half of customer inquiries. The goal is not just efficiency but also a better, more tailored customer experience by anticipating needs and providing contextually relevant insights in real-time.
Incorporating AI-driven tools also helps in offering empathetic, sentiment-aware interactions, ensuring that customer conversations are both understanding and responsive. Additionally, AI ensures consistency across multiple communication channels, allowing customers to seamlessly switch between them without losing context, leading to a smoother journey.
Optimum is also tapping into AI insights to continuously refine service quality, gain a deeper understanding of customer behaviors, and identify areas for improvement. This approach provides valuable data on the performance of both human and AI agents, leading to more targeted service enhancements and higher customer satisfaction.
With a strong focus on innovation and customer-centric strategies, Optimum aims to elevate its standing as the connectivity provider of choice, leveraging AI to not only improve service but also foster more meaningful customer relationships.
Baburajan Kizhakedath
