Verizon 624’s project is an initiative to ai customer service

In April, Verizon’s CEO in its consumer group, Sowmananaaan Sampath, fell to a crypttic teaser of his LinkedIn page: “Project 624. All about the customer. Arrival soon.” And then … nothing else about it. Up to date.

Now we know that 624 represents date, June 24, and the project is an ambitious customer service program intended to make these subscribers by contacting the issues with Verizon only once. And yea, AI is involved, but don’t roll into your eyes.

SAMPATH puts changes to customer experience living now before revealing project details 624 on a call. These changes include a team dedicated to satisfying customers on their first call (called Customer Customer’s) and MyVerizon Customer Apps using Google Gemini AI technology. There is also expanded live customer agented time and 24/7 live chat and a larger footprint at Verizon stores. The company will also provide many perks and prompts.

To a Open letter The new Carrier Customer Service Service is displayed today, Ceurmer Group CEO also includes a direct email address, [email protected]for customers to meet him.

But before we can enter the details of the new, I wonder if notifications today are a direct reaction to the most recent quarter where the company Lost nearly 300,000 customers In the first quarter of 2025. The carrier extends customer service to win more subscribers?

“That’s a reasonable question,” Sumbo said. “The answer is relatively straight: every first quarter we lose customers, that is the business period. It has to do with two, three years of change in the middle.”

He explained that the customer experience improvement was the next step after his first efforts to revise Verizon sales plans and price plans.

Verizon can be first carrier to get AI on customer service platforms, but it is not the one who thinks it includes. In September, T-Mobile announced this Partnering with Openi To include a new artificial intelligence offer to help customers, to launch at times 2025. If Verizon’s system gets a leak up to keeping the subscribers answer their important questions.

Using AI to make Customer Champions

Customer service for whatever industry is difficult, but that is compounded for large mobile players like Verizon giving the connection for millions of customers in many places and technological hardware. And since phones get the importance of our lives, something innocent in a link outside the world can ratchet to failure.

“I get many emails from customers every day, and they are not beautiful,” says Sampoath. He estimates that 80% of the time, customers solve their issue with the first call. About 15% should call again, perhaps twice. “The last 5% goes to a loop of Doom, and they’re the most satisfied. It’s a rough trip for them. We see it.”

To try to avoid the loop, its Verizon launch is called Customer Team using Google Gemini 2.0 solutions and keep the customer in the process of the whole resolution process. This is a method inherited from System Verizons used for its business customers.

“We do that in a few months now in pilots (programs), and 90% of the time we can solve issues for the first time,” he said. As the program continues, he expects to get the number up to 95 or 96%.

Google Gemini is also an essential feature of an update to my Verizon app. Verizon’s AI-Poower assistant is built with input from Google engineers and attached to the context specified Verizon. As a practical example, technology is able to allow Verizon to deal with active problems.

“If your phone is lost in transit, I know because FedEx tells me that it doesn’t give it,” he said. “Why should I call me and let me know you lost your phone?”

In such a case, Verizon uses AI to find out the problem, automatically open a case and return to the customer with a plan to resolve it. Sampath explained that Verizon is important to create a small language model for each case, and compares that with multiple language models (LLMS) with more visible in the industry today. Small, bespoke models do not have general knowledge of the whole life.

“I don’t have to know what the Romans do,” he said. “I need to know why my bill went up. And we went and do that.”

LLMS, however, do not always know their accuracy. Sampath says a year and a half they see a 30% -40% error rate, but now it’s good, it’s just not right.

Expand Live Customer Support and save footprint

With this seizure of using AI to handle customer issues, I want to know if negatively affects verizon repair. If Verizon’s Gemini model can face most requests, bring people out of the hole and from payroll?

“We use AI in basic cognitive workload with our employees so it can focus their bandwidth and headspace to listen to customers better,” says Sampo. “That’s the right way to go. Look, if I need to pick up the costs, there are simple ways for me to do it. I don’t have to deploy AI and everything about solving the problem.”

As part of this new customer support initiative, Verizon expands its live support options in many ways. Representatives are available from 9 am to midnight (local time) by phone calls, from 8 am to 9 o’clock, and the rest of the clock through live chat.

“(Things) will happen if you don’t like it, and I don’t want to wait until morning, because things can change,” he said.

The network of Verizon’s body stores also has part, because “we want to be in your community,” says Sampoat. He explained that Verizon is recommended in sales experience, which adds about 400 new stores in the last years and plans to continue to expand the brick in the company.

Verizon Access Rewards Platform

In the current area of ​​mobile providers, perks become strong incentives, with carriers offering extras from routine adds such as streaming services and On-Flight Wi-Fi of assortments to those given T-Mobile Tuesday. In this front, Sampath makes a point in different verizon offerings from competition.

“Look, we don’t give $ 3 in your little cazza pizza … you can’t get a big popcorn vs a medium popcorn. I’m sure there is a good amount of that,” he said. “We give you the Bucket list items you can,” discuss examples like tickets to NFL games, Katy Perry and Beyoncé concerts.

Beginning now until June 30, Vizon gives 35,000 free rewards to access to this verizon, “anything from tickets to other things to keep our loyalty.”