Verizon is attempting to streamline its customer support expertise by overhauling it with more chatbots and AI tools. The My Verizon app is being relaunched immediately with a brand new “AI-powered Verizon Assistant” that goals to assist customers “handle upgrades, add new strains, ask billing questions, benefit from financial savings, and extra,” based on the telecom large’s announcement.
The thought is that this chatbot service will be capable of shortly full duties that sometimes must be dealt with by human service reps, offering a extra environment friendly and versatile expertise for patrons. Dory Butler, senior vp of buyer expertise at Verizon, advised The Verge that the Verizon AI assistant will switch prospects to a human agent both upon request or if it’s unable to deal with the enquiry it’s been given.
Butler says the corporate had “labored very intently with Google” to stop the Verizon AI agent from hallucinating by creating small language fashions which might be personalised to Verizon companies and prospects. “Thus far, we’re seeing north of 90 p.c accuracy with very minor errors being made.”
Verizon says it’s now offering a so-called “Buyer Champion” that can leverage Google’s Gemini and Cloud AI fashions to assist prospects resolve “advanced points.” The press launch is obscure, however in 2025 we’re going to imagine that these champions are nonetheless people using Google’s AI instruments. The purpose is for patrons to contact Verizon as soon as, and for the champion to then present updates through the My Verizon app, textual content messages, or name backs.
Verizon can be increasing the working hours of its reside customer support brokers and introducing 24/7 reside chat help that may cater to “various buyer schedules and preferences.”