United StatesTechnology and telecom2025 – ongoing

Optimum Communications (Altice USA)

AVA virtual AI agent for customer care, upgraded with Google Cloud AI

Optimum said its AI tools, including the AVA virtual agent, handle more than half of customer inquiries

In progressCompany's own claimVendor ↗

Problem

Optimum serves about 4.6 million residential and business customers in 21 states. It wanted faster, better-informed customer care and retention support.

Approach

Optimum already ran AVA, a virtual AI agent that also guides customer service representatives and suggests relevant offers. In May 2025 it announced a multi-year agreement with Google Cloud to upgrade the tool with Customer Engagement Suite, Vertex AI and Gemini. The upgrade was still being rolled out at the time of the announcement.

Results

more than 50%share of customer inquiries handled by Optimum's AI tools today, as stated in the May 2025 releaseCompany's own claim[1]

Takeaway

Optimum's executives credited its customer experience gains to better networks, products and support, and expected AI to speed up further improvements. The release did not split the gains between AI and the other changes.

Sources

Optimum and Google Cloud Collaborate to Transform Optimum's Customer Experience with AI Innovation
Google Cloud6 May 2025Vendor publication

Source summaries

[1]Google Cloud6 May 2025

Google Cloud announced a multi-year collaboration with Optimum to upgrade its AVA virtual agent and customer care tools. The release says Optimum's AI tools handle more than 50 percent of customer inquiries and that its net promoter score rose 26 points over two years. Optimum's customer experience chief credited network, product and support improvements for the score.

Full details are in the original sources.

Added 3 Nov 2026 · Updated 3 Nov 2026