Verizon has announced a “transformation” of its customer service experience, which the company says will allow for more personalized support.
“Today marks another significant step in our ongoing consumer business transformation journey that began two years ago,” said Hans Vestberg, Verizon Chairman and CEO. “We are setting a new standard for customer innovation by focusing on both people and technology, using the most advanced AI to make the customer experience simpler, faster, and more rewarding. We have created unprecedented value in mobile and home connectivity, and we are now redefining what our customers can expect from us, helping build loyalty, improve retention and drive long-term shareholder value.”
Verizon will be using Google Cloud’s AI, including Google’s Gemini models, to respond to customer issues through the My Verizon app, text messages or call backs. The company will offer 24/7 live support, expanding the current phone support hours and adding new 24/7 chat support.
The new My Verizon app is designed to help customers save money and time getting support via AI-powered Verizon Assistant and Savings Boost.. Verizon calls it the “most technologically advanced app with cutting-edge AI.” In the app, customers can sign up for service, upgrade their plan, add new lines, ask questions about billing, learn about savings, and more.
“Our customers rely on us for the fastest and most reliable 5G at home and on the go, and for choice and predictability with myHome, myPlan and the Verizon Best Value Guarantee,” said Sowmyanarayan Sampath, Verizon Consumer CEO. “We’ve set these standards in what our customers have come to expect from us and today, we’re raising the bar for how we support them because we know they rely on us to power how they live, work and play, everyday.”