Can you satisfy my query now? Verizon launches Gemini-powered AI customer service with 90% accuracy

Verizon has launched an AI-powered customer service assistant built on Google’s Gemini technology, designed to handle complex customer inquiries through the revamped My Verizon app. The initiative represents a significant shift toward AI-driven customer support while maintaining human oversight, as the telecom giant seeks to streamline service operations and improve customer experience efficiency.

What you should know: The new Verizon Assistant can manage a wide range of customer tasks that traditionally required human representatives.

• Customers can use the AI tool to manage upgrades, add new lines, ask billing questions, and find savings opportunities through the My Verizon app.
• The system will automatically transfer customers to human agents either upon request or when it cannot handle specific inquiries.
• Verizon reports achieving “north of 90 percent accuracy with very minor mistakes being made” in early testing.

How it works: Verizon collaborated closely with Google to create specialized language models that prevent AI hallucinations.

• The company developed small language models specifically personalized to Verizon services and customers rather than relying on general-purpose AI.
• Google’s Gemini and Cloud AI models power the “Customer Champion” feature, which helps resolve complex customer issues.
• The goal is for customers to contact Verizon once, with champions providing updates through the app, text messages, or callbacks.

In plain English: AI hallucinations occur when artificial intelligence systems generate false or misleading information that sounds convincing but isn’t accurate—like a confident student giving a wrong answer. Verizon avoided this by training smaller, specialized AI models on their specific services rather than using broad, general-purpose AI that might make up information about Verizon’s offerings.

The big picture: This launch is part of Verizon’s broader customer service overhaul that combines AI automation with expanded human support.

• The company is extending operating hours for live customer service agents and introducing 24/7 live chat support.
• The approach aims to accommodate “diverse customer schedules and preferences” while leveraging AI for routine tasks.

What they’re saying: Dory Butler, senior vice president of customer experience at Verizon, emphasized the company’s commitment to maintaining human options.

• “The Verizon AI assistant will transfer customers to a human agent either upon request or if it’s unable to handle the enquiry it’s been given,” Butler told The Verge.
• Butler noted that Verizon “worked very closely with Google” to ensure accuracy and prevent AI errors through specialized model training.