Verizon recently announced the launch of its new Generative Artificial Intelligence (GenAI) Business Assistant aimed at small businesses. The company describes it as an easy-to-deploy solution that businesses can use to free up time and answer customer questions via text message any time of day. The new tool is part of a broader trend in the tech industry, where AI tools are increasingly being tailored to meet the demand of businesses of all sizes.

Verizon says the solution can both automate customer interactions and enhance engagement. The tool provides instant text responses to commonly asked questions, and it even learns and improves over time. The goal is for small businesses to offer faster and more efficient customer service.

For example, a potential customer can text a bakery to ask about gluten-free options, and the business assistant tool can use GenAI to instantly respond, which can directly lead to a sale. If the tool is unable to answer the question, it will connect to a live employee for assistance. As the AI tool learns from interactions, its knowledge base grows, and it will better be able to answer more questions as time goes on.

The tool reduces the need for human intervention, which frees up employees to focus on other high-value tasks while customers are still able to have their questions answered. Businesses can also gain insights into customers’ needs and preferences via data obtained through interactions with Business Assistant.

“Small business owners are constantly juggling multiple responsibilities, and want to use technology to improve operations and better connect with their customers,” commented Verizon Business Chief Product & Marketing Officer Iris Meijer. “Yet access to that technology and AI tools that work for small businesses can be a challenge, which is where we want to help champion them. Verizon Business Assistant is one example of a solution we’re rolling out to support small business owners. It also addresses an increasing customer demand - particularly from younger generations - for easy digital tools to communicate with businesses on simple matters. This allows small business owners to focus on growing their business while ensuring their customers feel valued and connected to the business.”

In addition to automated responses, there is a live team member handoff feature, which transitions complex inquiries to a live team member for a personalized experience. For business owners, there is an Insights Dashboard, which gives them valuable data on customer trends and engagement patterns.

According to Verizon, Business Assistant is very easy to set up, as it integrates with existing Verizon mobile devices and does not require any new hardware or software. The tool is also customizable, giving business owners the ability to choose how it is trained and what answers are desired for any potential question.

By implementing tools like Verizon’s Business Assistant, small businesses can not only streamline communication but also enhance customer service through consistent and timely responses.