Verizon highlighted a new customer service programme designed to ensure subscribers would be able to resolve issues by contacting the operator a single time using an AI assistant.
The operator also lengthened customer support call hours with real agents and began offering round-the-clock live chat to give subscribers more options for contacting customer service.
Its re-tooled “AI-powered Verizon Assistant” helps customers “manage upgrades, add new lines, ask billing questions and take advantage of savings”, Verizon stated.
Verizon employed Google’s Gemini models to create the app and upgraded customer service programme.
The operator’s “customer champion” uses Gemini and Google Cloud AI models to help subscribers settle complex issues.
Once a customer contacts Verizon, the set-up provides updates through the My Verizon app, SMS or return calls.
Verizon CEO Hans Vestberg stated the company is “setting a new standard for customer innovation by focusing on both people and technology, using the most advanced AI to make the customer experience simpler, faster and more rewarding”.
In April, Verizon credited integration of Google Cloud’s generative AI (genAI) capabilities for improvements in its customer care platform, highlighting a 96 per cent accuracy rate in agent assistance and a reduction in average call times.
It also announced a raft of human-assisted genAI applications in May 2024, including a Personal Research Assistant developed with Google Cloud.
Verizon is looking to rebound from post-paid phone net losses of 289,000 in Q1.
Network claims
The customer service announcement came a day after rival T-Mobile US highlighted a top-billing in Ookla speed and experience ratings.
During an event at the company’s headquarters, T-Mobile executives and actor Billy Bob Thornton proclaimed the operator took over the top spot from Verizon.
Despite the claim, Vestberg argued Verizon offers “the fastest and most reliable 5G at home and on the go”.