Verizon Integrates Gemini AI to Enhance Customer Experience

Verizon has launched a new customer service program leveraging an AI assistant to streamline issue resolution for subscribers, allowing them to contact support just once. The program includes extended call hours with live agents and 24/7 live chat options. The revamped “AI-powered Verizon Assistant” helps customers manage upgrades, billing inquiries, and savings. Built using Google’s Gemini models and Google Cloud AI, this system aims to settle complex customer issues while providing updates through the My Verizon app, SMS, or return calls. CEO Hans Vestberg emphasized the company’s focus on innovation through advanced technology to enhance customer experience. Following a decline in post-paid phone subscriptions, Verizon is enhancing its customer care platform, reporting a 96% accuracy rate in agent assistance and reduced call times. This announcement coincides with rival T-Mobile US reporting its speed and experience top ratings, though Vestberg asserted that Verizon still provides the most reliable 5G service.

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