Verizon’s secret project 624 flew down the radar by the week, when the carrier announced a new customer service program built on Google Gemini AI technology aimed at solving contact issues first. If it works according to the intention, consumers should be able to avoid time sucking slogans, which are often a special sign of modern defects.
Sominarine Simpath, CEO of Verizon’s Consumer Group, made changes to a direct customer’s experience on Tuesday, which includes Google Gemini AI Technology’s Mary Verizon app to satisfy his first call (called the Customer Champion Team). A large number of direct customer agent times and 24/7 direct chat and physical variability stores have also been increased. The company will also offer more facilities and cheap.
In an open letter, presenting the carrier’s new customer service move, the user group’s CEO included direct email address, s.sampath@verizon.com.
5 % (with problems consumers) go into a punishment loop, and they are the most dissatisfied. This is a very difficult journey for them. We see it, and it is not fair to them.
Suzinineine Sampath, CEO of Verizon Consumer Group
But before we come into the details of what we are new to, I wonder if these announcements were a direct response to the recent quarter in which the company lost about 300,000 users in the first quarter of 2025. Is the carrier to promote customer service to win more users?
“This is a very fair question,” Sampath said. “The answer is straightforward: In every first quarter we lose consumers, it is a business season. So it has nothing to do with our first quarter business. It has nothing to do with the two, three years of change that we are in the middle.”
He explained that the next step is to improve consumer experience after its advance efforts to improve Verizon’s sales infrastructure and pricing projects.
Verizon may be the first career to get AI in its customer service platforms, but this is not the only idea to include it. Last September, T Mobile announced that it was in partnership with Openi to include a new artificial intelligence offer to help users, which will be launched at some time in 2025. Whether the Verizon system depends on what it has to help users to answer their essential questions.
Using AI to make Customer Champions
Customer service is difficult for any industry, but it is a mixture for large mobile players such as Verizon, which provides contacts for millions of users in large parts of the area and technical hardware. And since phones have gained importance in our lives, it may be disappointing to be wrong with someone’s lining with the outside world.
“I get a lot of emails from consumers every day, and they are not beautiful,” Sampath said. It is estimated that 80 % of the time, consumers solve their problem on the first call. About 15 % have to call again, maybe twice. “The last 5 % of a punishment goes into the loop, and they are the most dissatisfied. This is a very difficult journey for them. We see it, and it’s not fair to them.”
To try to avoid this loop, Verizon is launching its so-called customer champion team that uses Verizon-Customized Google Gemini 2.0 models to take action on calls, identify solutions and keep the customer updated throughout the resolution. This is a point of view that Virgin inherited for its enterprise users.
“We have been doing in the pilots for a few months, and 90 % of the time we resolve the matter for the first time,” he said. As the program moves forward, it hopes the number will get up to 95 or 96 %.
A new version of my Verizon app includes improvement in AI -based support.
Google Gemini is also an important part of my Verizon app refreshing. The AI -powered Verizon Assistant is built with the input of Google Engineers and is embedded with specific contexts related to Verizon. As a practical example, this technology can enable Verizon to deal with problems.
“If your phone is lost in transit, I know it because FedEx told me that it is not supplied,” he said. “Why do I need you to call me and tell me that your phone is lost?”
In such a case, Verizon uses AI to identify the problem, automatically opens a case and returns to the customer with a plan to resolve it. Simpath explained that Verizon mainly develops a small language model for each matter, and is compared to a large language model (LLM), which is still more influential in the industry. Small, basepic models do not know generally around life.
“I don’t need to know what the Romans did,” he said. “I need to know why my bill grows. And we go ahead.”
LLM, however, is always known for their accuracy. Simpath said that he was watching a 30 % -40 % error rate a year and a half ago, but now it has increased the improvement in the north of 90 % accuracy. And when it is wrong, it is just mildly wrong because of which we are in this way. We do not get a crazy answer. “
Direct customer support and stretching printed
With this increase in the use of AI to handle consumer problems, I naturally wanted to know that this would have a negative impact on the Verizon staff. If Verizon’s Gemini model can deal with most requests, does it take humans out of the loop and get off the payroll?
“We have basically used AI to take our employees a burden to take the burden of academic work so that they can focus their bandwidth and headspace on better listening to consumers,” Simpath said. “This is the right way to go to us. Look, if I need to pay the costs, there are easy ways for me to do it. I do not need to deploy all the complications I have, and for us, the AI is about solving the problem.”
As part of this new customer support move, Verizon is expanding its direct support options in many ways. Representatives will be available via phone calls from 9am to midnight (local times), from 8am to 9pm, and through the rest of the clock directly through chat.
He said, “(things) happen when you least expect it, and I don’t want you to wait till the morning, because things can change.”
Verizon store in New York
Simpath said, the physical Verizon stores network also plays a portion, because “we want to stay in your community.” He noted that Verizon is recovering retail experience, which has added about 400 400 new stores over the past few years and plans to increase the company’s brick and mortar signs.
Verizon Axis Rewards Platform
In today’s mobile provider environment, compensation has become powerful privileges, carriers offer traditional adventures such as streaming services and flight Wi -Fi to Tob Mobile Tuesday. On this front, Sampath made a point to differentiate Verizon’s offer from competition.
He said, “Look, we don’t give you $ 3 from your small Caesar Pizza … You don’t get a big popcorn vs. Medium popcorn. I believe it has a good value.” “We give you bucket list things you can,” citing examples like NFL Games, Katie Perry and Buenos Concert Tickets.
Starting today, June 30, Verizon is giving 35,000 free prizes from his Verizon Access program, “Something from tickets to devices and a group of other things to continue their loyalty.”
