Verizon Knowledge Assist

When a customer asks “Why was my bill higher this month?”, your agent should have the answer before the second question lands. Verizon Knowledge Assist turns each interaction into a guided flow. As the chat or call unfolds, it detects the issue, pulls verified steps from connected sources, and presents a ready-to-send reply with links and next actions. Agents insert responses in one click, switch tone for email or chat, and follow on-screen procedures for tasks like plan changes, device resets, or outage explanations. Every suggestion includes source context so agents can confirm details, stay compliant, and deliver consistent, correct replies fast.

Use it to build and refine content while you work. If an answer is missing or outdated, the agent flags it. Knowledge Assist drafts a fresh article, pulling facts from internal sites, policy docs, product manuals, and even approved public pages. It proposes titles, tags, and variations for different channels, then routes drafts through your approval flow. Version control, expirations, and ownership rules keep everything tidy. When policies shift, update once and roll changes to every surface—agent desktop, macros, chatbot scripts, and email templates—so the whole team stays aligned.

Leads and QA teams get visibility and control. Set goals for handle time, resolution rate, or compliance adherence. Review sessions to see which answers were shown, what was used, and where agents hesitated. Promote winning content, retire stale entries, and prioritize seasonal or high-impact topics with a click. Create playbooks that trigger on common intents—billing adjustments, return eligibility, cross-sell opportunities—so new hires perform like veterans. Feedback loops ensure the most trusted sources and the most effective responses rise to the top.

Setup is straightforward. Connect your CRM and ticketing tools to prefill customer context and log outcomes. Add data sources like SharePoint, Confluence, Google Drive, Box, internal portals, PDFs, and specific web domains. Configure roles and SSO so each team sees only what they should, with PII controls and redaction. Embed the assistant in your agent desktop or launch it as a standalone panel. Use the API to power your chatbot with the same knowledge. Start with a small queue, measure results, and scale across channels once you see faster resolution, fewer transfers, and higher CSAT.