Verizon Partners with Google’s Gemini AI to Address Complex Customer Challenges

Verizon is enhancing its customer service by integrating more AI tools and chatbots, launching a revamped My Verizon app featuring an “AI-powered Verizon Assistant.” This chatbot is designed to manage tasks, from upgrades to billing inquiries, typically handled by human representatives, thus streamlining the customer experience. Dory Butler, Verizon’s senior vice president of customer experience, mentioned that the AI assistant can transfer customers to human agents if needed. Collaborating closely with Google, Verizon aims to minimize errors, achieving over 90% accuracy. Additionally, a “Customer Champion” will be introduced to tackle complex issues, leveraging Google’s AI models. While the specifics remain unclear, it is expected these champions will still involve human agents. Verizon is also expanding live support hours and implementing 24/7 live chat services to accommodate diverse customer needs, ultimately striving to offer a more efficient and user-friendly approach to customer service.

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