You may be skeptical about AI, but AI is already in your life in one way or another – especially if you're a Verizon customer!
That's because Verizondeepens its partnership with Google Cloud to introduce advanced AI tools aimed at transforming customer service – and, hopefully, making it better. In a major upgrade, the company has rolled out a new AI-powered assistant to support 28,000 of its customer service representatives.
This "personal research assistant" is claimed to deliver real-time, tailored responses to customer questions, eliminating the need for agents to dig through extensive manuals or databases.
What makes this assistant shine (in theory) is its ability to go beyond direct answers. It anticipates related questions a customer might have and surfaces them proactively, which sounds a bit scary, but also cool.
Image credit – Google Cloud
This helps agents ensure that all the customer's concerns are addressed in one interaction, reducing the chance of repeat calls. If needed, agents can also ask follow-up questions to the assistant and get instant responses, making it a genuinely interactive tool. The system is powered by Google Cloud’s Vertex AI, Gemini models, and Agent Assist Panel.
I'm curious whether the AI tool will ask if everything in my financial life is going ok, if I opt for a dumb phone in 2025…
In addition to the personal research assistant, Verizon and Google have also launched a "problem solver agent". This second tool is focused on more complex service issues, offering step-by-step guidance to help reps troubleshoot effectively.
This could be especially beneficial for new employees, acting as a support system to build their confidence and speed up their learning curve. It does so by combining Verizon's internal knowledge base with Google Cloud’s Customer Engagement Suite to create a more intelligent and responsive platform.
According to Verizon Consumer CEO Sampath Sowmyanarayan, this collaboration with Google is a significant step forward in enhancing customer service through cutting-edge technology. Google Cloud CEO Thomas Kurian echoed the sentiment, highlighting how the use of Gemini is already producing tangible improvements in Verizon's service operations.
Recommended Stories
Beyond internal tools, Verizon has also launched several generative AI-driven virtual agents for its customers. Available via the My Verizon app, these agents provide personalized, conversational support through both chat and voice channels. Like their human-facing counterparts, they draw on Verizon's knowledge base and follow established service practices.
Did you enjoy reading this article?
There's more to explore with a FREE members account.
Sebastian, a veteran of a tech writer with over 15 years of experience in media and marketing, blends his lifelong fascination with writing and technology to provide valuable insights into the realm of mobile devices. Embracing the evolution from PCs to smartphones, he harbors a special appreciation for the Google Pixel line due to their superior camera capabilities. Known for his engaging storytelling style, sprinkled with rich literary and film references, Sebastian critically explores the impact of technology on society, while also perpetually seeking out the next great tech deal, making him a distinct and relatable voice in the tech world.
A discussion is a place, where people can voice their opinion, no matter if it
is positive, neutral or negative. However, when posting, one must stay true to the topic, and not just share some
random thoughts, which are not directly related to the matter.
Things that are NOT allowed:
Off-topic talk - you must stick to the subject of discussion
Offensive, hate speech - if you want to say something, say it politely
Spam/Advertisements - these posts are deleted
Multiple accounts - one person can have only one account
Impersonations and offensive nicknames - these accounts get banned
Moderation is done by humans. We try to be as objective as possible and moderate with zero bias. If you think a
post should be moderated - please, report it.
Have a question about the rules or why you have been moderated/limited/banned? Please,
contact us.
FCC OKs Cingular\'s purchase of AT&T Wireless
Things that are NOT allowed: