Introduction to Verizon’s New Customer Service
Verizon is revamping its customer service experience by incorporating more chatbots and AI tools. The My Verizon app has been relaunched with a new "AI-powered Verizon Assistant" designed to assist consumers with various tasks, including managing upgrades, adding new lines, and answering billing questions.
The Role of AI in Customer Service
The idea behind this chatbot service is to efficiently complete tasks that typically require human service representatives, providing customers with a more flexible experience. According to Dory Butler, senior vice president of customer experience at Verizon, the Verizon AI assistant will transfer customers to a human agent if requested or if it’s unable to handle the inquiry.
Preventing AI Hallucinations
Butler revealed that Verizon collaborated closely with Google to prevent the Verizon AI agent from providing inaccurate information. By creating small language models tailored to Verizon services and customers, the company has achieved an accuracy rate of over 90%, with only minor mistakes being made.
Resolving Complex Issues
Verizon is introducing a "Customer Champion" that leverages Google’s Gemini and Cloud AI models to help customers resolve complex issues. Although the details are scarce, it’s likely that these champions are human representatives utilizing Google’s AI tools. The goal is for customers to contact Verizon only once, and the champion will then provide updates via the My Verizon app, text messages, or call backs.
Enhanced Customer Support
Verizon is also expanding the operating hours of its live customer service agents and introducing 24/7 live chat support. This move aims to cater to diverse customer schedules and preferences, ensuring that assistance is available whenever needed.
Conclusion
Verizon’s overhaul of its customer service experience is a significant step towards providing a more efficient and flexible experience for its customers. By harnessing the power of AI and chatbots, the company aims to reduce the need for human intervention in routine tasks, allowing customers to quickly and easily manage their accounts and resolve issues. With its new AI-powered Verizon Assistant and Customer Champion, Verizon is poised to set a new standard in customer service, making it easier for customers to get the help they need, whenever they need it.
