Verizon is attempting to streamline its customer support expertise by overhauling it with extra chatbots and AI instruments. The My Verizon app is being relaunched at present with a brand new “AI-powered Verizon Assistant” that goals to assist shoppers “handle upgrades, add new strains, ask billing questions, reap the benefits of financial savings, and extra,” in keeping with the telecom big’s announcement.
The concept is that this chatbot service will be capable to rapidly full duties that sometimes should be dealt with by human service reps, offering a extra environment friendly and versatile expertise for patrons. Dory Butler, senior vice chairman 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 forestall the Verizon AI agent from hallucinating by creating small language fashions which are customized to Verizon companies and prospects. “Up to now, we’re seeing north of 90 % 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 “complicated points.” The press launch is imprecise, however in 2025 we’re going to imagine that these champions are nonetheless people using Google’s AI instruments. The objective 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 assist that may cater to “numerous buyer schedules and preferences.”
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