Verizon recruits AI from Google to solve support calls in the first attempt

Verizon hidden Project 624 It flew under the radar until this week, when the transportation company announced a new customer service program designed on the Google Gemini Ai technology that aims to solve problems at first contact. If it succeeds as intended, the subscribers should be able to avoid support to support time that is often the distinctive feature of exploring and fixing mistakes.

SowMyanarayan Sampath, CEO of Verizon Group for consumers, made changes to the customer experience that was broadcast on Tuesday, which includes a team dedicated to satisfying customers in the first call (called the client champion team) and improvements to the My Verizon app that benefits from the Google Gemini Ai technology. There are also an expanded livelihood hours and live chat around the clock throughout the week. The company will also offer more privileges and gifts.

in Open message When developing the new job service initiative, the CEO of the Consumer Group guarantees a direct email address, [email protected]Customers to contact him.

But before we entered the details of what is new, I wondered whether the ads were a direct reaction to the last quarter of the company It has approximately 300,000 customers In the first quarter of 2025. Does the transportation company enhance customer service to adopt more subscribers?

“This is a very fair question,” Sambath said. “The answer is completely straight: All the first quarter that customers lose, this is the season of work. Therefore, this has nothing to do with the first quarter of our work. This has to do with the three -year transformation that we are in the middle.”

He explained that improving customer experience is the next step after his previous efforts to renew the sales infrastructure in Verizon and price plans.

Verizon may be the first comprehensive company to obtain artificial intelligence in its customer service platforms, but it is not the only thinking of its inclusion. Last September, T-Mobile announced it was Partnership with Openai To include a new artificial intelligence show to help customers, which will be launched at some time in 2025. Whether Verizon will get the leg depends on what has been clarified to help subscribers answer their basic questions.

Harmony of artificial intelligence to create customer heroes

Customer service for any difficult industry, but this is exacerbated for adult players for mobile phones such as Verizon provides millions of customers through large areas of space and technological devices. Because phones have gained great importance in our lives, the presence of something wrong in one’s connection to the outside world can increase frustration.

“I get a lot of customers from customers every day, and they are not beautiful,” said Sambath. It is estimated that 80 % of the time, customers are resolved for their solution in the first call. About 15 % must contact again, and perhaps twice. “The last 5 % go to the perishing ring, and they are the most satisfied. It is a very difficult journey for them. We see it, and it is not fair to them.”

To try to avoid this episode, Verizon launches the alleged customer champion team that uses the Google Gemini 2.0 embeddles adopted in Verizon to address calls, determine solutions and maintain the client update during the solution process. It is an inherited approach from the systems that Verizon uses for its customers in the institution.

“We have done this for a few months now in Pilot (programs), and 90 % of the time we solve problems the first time,” he said. As the program continues, he hopes to get this number up to 95 or 96 %.

Google Gemini is also an important part of the Verizon application. Verizon assistant with the same AI with inputs of Google engineers and compact Verizon context. As a practical example, technology can enable Verizon to deal with problems proactively.

“If your phone is lost in crossing, then I know that because Vidix told me that he was not delivered,” he said. “Why do I need you to contact me and tell us that your phone is lost?”

In such a case, Verizon is used by Amnesty International to determine the problem, open a case automatically and return to the customer with a plan to solve it. Sampath explained that Verizon mainly creates a small language model for each case, compared to large language models (LLMS) that have more clarity in the industry at the present time. Small and customized models have no general knowledge of life.

“You don’t need to know what the Romans did,” he said. “I need to know the reason for the rise of my bill. We go ahead and do so exactly.”

LLMS, however, is not always accurately known. Sambath said that a year and a half ago, they saw a 30 % -40 % error rate, but this may now improve “90 % north of accuracy. And when it is inaccurate, it is somewhat inaccurate due to the way we do. We do not get crazy answers ().”

Expanding direct customer support and fingerprint fingerprint

With this increase in the use of artificial intelligence to deal with customer problems, I naturally wanted to know if this would negatively affect Verizon employees. If the Gemini model in Verizon can deal with most requests, does this get people out of the episode and outside the salaries?

“We have used Amnesty International to create a cognitive work mainly so that they can focus the frequency range and the head space to listen to customers better,” said Sambath. “This is the correct way for us to go. Look, if you need to get the costs, there are simpler ways for me to do this. I do not need to spread artificial intelligence and all the complexity that suits it. For us, artificial intelligence revolves around solving problems.”

As part of this new customer support initiative, Verizon expands direct support options in several ways. Actors will be available from 9 am to midnight (local times) via phone calls, and expanded from 8 am until 9 pm, and during the rest of the hour through direct chat.

“(Things) happens when you don’t expect it at least, and I do not want you to wait until the morning, because things can change,” he said.

Sambath said that the Verizon store network plays a role, because “we want to be in your community.” He pointed out that Verizon is linked to the retail experience, after it added about 400 new stores in the past two years, and plans to continue to expand the footprint of bricks and shells.

Verizon Access

In the environment of mobile phone supplies today, the privileges have become strong incentives, as transport companies offer additions from traditional additions such as broadcasting services Wi -Fi on board the plane To a variety of gifts in T-Mobile Tuesday. On this front, Sambath explained the point of distinguishing between Verizon offers from the competition.

“See, we don’t give you $ 3 of your little Caesars pizza … don’t get large popcorn for medium popcorn. I’m sure there is good value in that,” he said. “We give you things a bucket menu that you can do,” citing examples like tickets for the American Football Association games, Katie Perry and Bionance’s parties.

From today to June 30, Verizon 35000 offers free prizes in drops of Verizon Access, “Anything from Tickets to devices and a set of other things to maintain our loyalty.”