Verizon adopts Google’s Gemini AI to help customers solve ‘complex’ issues

Verizon is trying to streamline its lawsuit work acquisition by overhauling it with much chatbots and AI tools. The My Verizon app is being relaunched contiguous with a caller “AI-powered Verizon Assistant” that aims to assistance consumers “manage upgrades, adhd caller lines, inquire billing questions, instrumentality vantage of savings, and more,” according to the telecom giant’s announcement.

The thought is that this chatbot work volition beryllium capable to rapidly implicit tasks that typically request to beryllium handled by quality work reps, providing a much businesslike and flexible acquisition for customers. Dory Butler, elder vice president of lawsuit acquisition astatine Verizon, told The Verge that the Verizon AI adjunct volition transportation customers to a quality cause either upon petition oregon if it’s incapable to grip the enquiry it’s been given.

Butler says the institution had “worked precise intimately with Google” to forestall the Verizon AI cause from hallucinating by creating tiny connection models that are personalized to Verizon services and customers. “To date, we are seeing northbound of 90 percent accuracy with precise insignificant mistakes being made.”

Verizon says it’s present providing a alleged “Customer Champion” that volition leverage Google’s Gemini and Cloud AI models to assistance customers resoluteness “complex issues.” The property merchandise is vague, but successful 2025 we’re going to presume that those champions are inactive humans utilizing Google’s AI tools. The extremity is for customers to interaction Verizon once, and for the champion to past supply updates via the My Verizon app, substance messages, oregon telephone backs.

Verizon is besides expanding the operating hours of its unrecorded lawsuit work agents and introducing 24/7 unrecorded chat enactment that tin cater to “diverse lawsuit schedules and preferences.”