• New human-assisted GenAI technology offers more transparency, saves time and simplifies tasks for employees helping customers.
  • New tools include: seamless experiences and best-in-class digital and in-store experiences, which greatly help customers.

OUR TAKE
This innovation not only elevates the overall customer experience, but also gives Verizon a competitive advantage that will enable it to better meet and exceed customer expectations in the digital age. As technology advances, Verizon expects to continue to expand and optimise these GenAI tools to further improve service quality and customer satisfaction while fostering sustainable growth for the business.
–Revel Cheng, BTW reporter

Verizon enhances the customer experience with new GenAI tools that reimagine how the company serves its customers.

What happened

In recent months, Verizon has been developing – and deploying – industry-leading, human-assisted GenAI applications to simplify experiences and help make every interaction a positive one.

These tools simplify interactions with Verizon and reduce cognitive load for store and customer service partners. These tools are designed with humans in the loop. They work alongside our customers and frontline staff as personal guides to provide the best answers and offers available. Most importantly, these tools allow Verizon representatives on the frontlines to build meaningful relationships with customers, because every interaction matters.

Verizon’s personal assistant technology helps frontline teams review thousands of resources. This provides employees with quick, accurate information personalised to customers’ unique needs. The improvements are already evident. Employees now answer nearly all (95%) customer inquiries with increasing accuracy.

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Why it’s important

Teams are already starting to see meaningful increases in customer satisfaction and improved engagement across all sales and service channels, from fixing pain points and providing signature experiences, to creating best-in-class digital channels, and driving simplicity and transparency across all touch points.

These initiatives not only significantly improve the efficiency and effectiveness of Verizon’s customer service and technical support, but also demonstrate the company’s leadership in the use of artificial intelligence and automation technologies. With the widespread adoption of these tools within the company, Verizon expects to further improve overall customer satisfaction and strengthen its competitive advantage in the highly competitive telecommunications market.

The AI-assisted tools they introduced not only enabled customers to resolve issues more quickly, but also played a key role in improving employee efficiency. Through these innovations, Verizon not only improves the overall customer experience, but also increases sustainability and stability in the market competition, ensuring a leading position in the industry.