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Verizon has announced its most significant customer support experience transformation in years. The smartphone carrier has made a slew of announcements in a press release to improve its customer service experience. Firstly, Verizon is relaunching the My Verizon smartphone app with a new “AI-powered Verizon Assistant”, which leverages Google’s Gemini and Cloud AI models.
Verizon revamps the My Verizon app with Google’s Gemini AI-powered assistant
Verizon has introduced a Gemini AI-backed chatbot in its refreshed My Verizon app. It aims to help users “manage upgrades, add new lines, ask billing questions, take advantage of savings, and more.” The AI Customer Champion can handle complex problems and offer updates through an app, text, or phone call, depending on the customer’s preferences.
According to Verizon, the new AI chatbot can quickly complete complex tasks that typically require a human service representative. The company has “worked very closely with Google” to prevent the AI agent from hallucinating. According to The Verge, Verizon has developed small language models tailored specifically to its services and customers.
Sampath Sowmyanarayan, CEO of Verizon Consumer, explained to Newsweek, “For example, you send your phone back. It gets lost in transit. We know it’s lost in transit. We don’t need the customer to call. We use an agentic framework to automatically solve the case and then give them credit.”
It’s worth mentioning that Verizon’s Gemini AI-powered assistant will transfer customers to a human service representative. The transfer will depend on the customer’s request or if the assistant cannot handle the inquiry.
Expanded operating hours of live agents, 24/7 live chat, and freebies are also in the mix
Furthermore, Verizon is expanding the operating hours of its live consumer service agents, apart from introducing 24/7 live chat support. Verizon is expecting to cater to “diverse customer schedules and preferences” with the new upgrades. The company has also announced that it added nearly 400 stores in the US over the last two years. It claims that 93 percent of the population now lives within 30 minutes of a Verizon store. These will help those who prefer or sometimes need to talk to a human customer representative face-to-face.
Additionally, Verizon is dropping 35,000 free prizes via Verizon Access to kick off a summer of savings and rewards for its subscribers. Some of these include free tickets to Beyoncé, Katy Perry, and Lady Gaga concerts, and gift cards from Amazon, Disney, and Starz.
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