Verizon Overhauls Customer Service with AI & New App
Verizon is making big changes with customer service by integrating more chatbots and AI tools, aiming for a smoother, more efficient experience.
The newly relaunched My Verizon app now includes an AI-powered Verizon Assistant, which promises to help customers quickly manage everything from upgrades and new lines to billing questions and savings.
This AI-driven approach is designed to handle common inquiries, providing customers with faster and more flexible support, and allowing human agents to focus on more complex needs.
Dory Butler, Verizon's Senior Vice President of Customer Experience, confirmed that customers can seamlessly transition to a human agent if needed or if the AI can't resolve their specific request.
Less errors, Google Gemini adoption
Notably, Verizon collaborated with Google to develop specialized language models for its AI, resulting in an impressive "north of 90 percent accuracy" and very few errors, mitigating concerns about AI "hallucinations."
On top of the AI Assistant, Verizon is empowering its "Customer Champion" teams with Google's Gemini and Cloud AI models to tackle intricate issues. They're also expanding live customer service hours and rolling out 24/7 live chat support to accommodate diverse schedules.
The ultimate objective is a streamlined "contact-once" process, where a champion takes ownership of an issue and provides ongoing updates through the My Verizon app, text messages, or callbacks.
Source: The Verge
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