Verizon is taking steps to enhance its customer service by introducing a revamped experience that incorporates more chatbots and artificial intelligence tools. The company launched an updated version of the My Verizon app today, featuring the “AI-powered Verizon Assistant,” designed to help users with tasks such as managing upgrades, adding new lines, addressing billing inquiries, and accessing potential savings.
This new chatbot service is intended to efficiently complete tasks that would usually require assistance from human service representatives, thereby offering a more streamlined and flexible experience for customers. Dory Butler, senior vice president of customer experience at Verizon, mentioned to Technology News that the AI assistant has the capability to transfer customers to a human agent either upon request or if it encounters an issue it cannot resolve.
Butler affirmed that Verizon collaborated closely with Google to ensure the AI assistant minimizes errors, employing specialized language models tailored to Verizon’s services and customer needs. “Currently, we are achieving over 90 percent accuracy with only a few minor mistakes,” she stated.
Furthermore, Verizon announced the introduction of a “Customer Champion” program, which will utilize Google’s Gemini and Cloud AI models to address more complex customer issues. Although specifics in the press release were limited, it is expected that these champions will be human representatives employing Google’s AI solutions. The aim is for customers to reach out to Verizon once, with the Champion then providing updates through the My Verizon app, text messages, or phone calls.
In addition to these developments, Verizon is extending the hours of its live customer service agents and launching 24/7 live chat support, catering to a variety of customer schedules and preferences.
