Verizon is trying to streamline your customer service experience Overhaling it with more chatbots and AI ToolsAccording to the Telecom legend’s announcement, the My Verizon app is being resumed today with a new “AI-AI-Varizon Assistant”, which aims to help consumers to manage “upgrade, add new lines, ask for billing questions, take advantage of savings, and help more”.

The idea is that this chatbot service will be able to complete the tasks quickly, which usually needs to be controlled by the human service representative, providing more efficient and flexible experience for customers. Dori Butler, senior vice president of customer experience in Verizon, told Ruckus Verizon AI will either transfer a human agent to an assistant customers at request or if it is unable to handle the investigation that it is given.

Butler says that the company “worked very closely with Google” Verizon AI agent is individual to the Verizon services and customers to prevent hallucinations by making a small language model. “To date, we are looking at 90 percent of accuracy with very small mistakes.”

Verizon says it is now providing a so -called “customer champion” that will take advantage of Google’s Gemini and Cloud AI models to help customers solve “complex issues”. The press release is unclear, but in 2025 we are going to assume that those champions are still using Google’s AI Tools. The goal is to contact Verizon once for customers, and for the champion then providing updates through my Verizon app, text message, or call back.

Verizon is expanding the operating hours of its live customer service agents and starting 24/7 live chat support that can complete “diverse customer programs and preferences”.