Verizon Enhances Customer Service with Google’s Gemini AI, Aims to Tackle Complex Issues Efficiently

Verizon is aiming to enhance its customer service experience by integrating more advanced chatbots and AI tools into its My Verizon app. Today, the app is being relaunched with a new “AI-powered Verizon Assistant,” designed to assist users with various tasks such as managing upgrades, adding new lines, asking billing questions, and accessing savings. The goal is to make these processes more efficient and convenient, reducing the need for customers to interact with human service representatives. According to Dory Butler, senior vice president of customer experience at Verizon, the AI assistant will seamlessly transfer customers to a human agent if requested or if it cannot resolve an issue. Butler highlighted that Verizon has worked closely with Google to minimize the risk of AI-generated errors, often referred to as "hallucinations." This has been achieved through the development of small, personalized language models tailored to Verizon's services and customer base. The company claims these models have achieved over 90% accuracy, with only minor mistakes occurring. In addition to the AI assistant, Verizon is introducing a new role called “Customer Champion.” These Champions will use Google’s Gemini and Cloud AI models to help customers address complex issues more effectively. While the details are somewhat vague, Verizon intends to provide these champions' updates through the My Verizon app, text messages, or follow-up calls. This approach ensures that customers only need to make one initial contact, and their issues will be managed from there. To further improve customer support, Verizon is extending the operating hours of its live customer service agents and offering 24/7 live chat support. This expansion caters to diverse customer schedules and preferences, ensuring assistance is available whenever needed. These initiatives reflect Verizon’s commitment to leveraging AI and cutting-edge technology to provide a more seamless and user-friendly customer service experience. By combining automated solutions with enhanced human support, the company aims to meet the growing demands of its users and stay competitive in the telecommunications industry.