Cable operator Altice USA extended a partnership with Google Cloud to improve its customer service by using the latter’s generative AI (genAI) tools.

Altice USA operates under the Optimum brand and will use Google Cloud’s customer engagement suite, Vertex AI platform and Gemini models in its AVA AI agent to enhance customer experience.

Google Cloud’s Vertex AI portfolio is for building, deploying, and managing AI agents and models.

An Altice USA representative told Mobile World Live (MWL) it launched the internally developed AI agent in 2024.

AVA is currently being used for customer retention and care, but Altice USA is now piloting it for use by its sales teams.

The representative told MWL AVA is not currently using large language models, “which is why we’re looking forward to the partnership with Google”.

By automatically updating customer information, AVA will give the operator’s customer service representatives relevant insights in real-time so they can provide subscribers with pertinent information.

Customers will be able to start a conversation on one channel, for example a website, messaging app or social media and continue it on another.

The apps include Altice USA’s My Optimum and those designed for retention and customer care at its call centres, the representative said.

My Optimum allows customers to manage their accounts, pay bills and troubleshoot problems.

Altice USA launched its mobile service in September 2019 through an MVNO deal with Sprint and struck a new agreement with T-Mobile US three years ago.

Verizon, AT&T and Vodafone Group are also using genAI to enhance customer service and improve network operations.