Verizon’s Project 624 Is an AI-Powered Customer Service Initiative

In April, Sowmyanarayan Sowmyanarayan Sowmyanarayan Sowmyanarayan Sowmyanarayan Sowmyanarayan CEO, he threw crypto LinkedIn page: “Project 624. About the client. It will come soon.” And then … So far there is nothing else about it.

Now we know that June 624, June 24, and the project is an ambitious customer service program designed to do so, so subscribers can solve this only once in connection with Verizon. Yes, AI is involved, but do not roll your eyes yet.

Prior to the statements of the project, 624, with a call with Sampat, changed changes to a live broadcast experience today. These include their first calls (called customer champion team), Google Gemini’s teams dedicated to the MyVerizon application using EU technology. Expanded live client agents and 24/7 live conversations; a larger trail of physical verizon stores; And more perks and gifts.

One open letter Carrier’s new customer service initiative published today, the consumer group also included a direct email address of CEO, S.Sampath@verizon.comfor customers to contact him.

But before entering the qualities of the new ones, I thought that today’s announcements were directly reacted to the company’s latest quarter lost about 300,000 customers In the first quarter of 2025, it increases customer service to win more subscribers?

“It’s a very fair question,” said Sampat. “The answer is quite straightforward: in every first quarter, this is the season of this work. Thus, this first work has nothing to do. It has nothing to do with two and three-year transformation.”

He explained that the customer experience is the next step after previous efforts to redes the sales infrastructure and price plans of Verizo.

Verizon can be the first carrier to get AI on customer service platforms, but this is not thinking, including. Last September, T-Mobile, said it was Partner with Openai To enter a new artificial intelligence offer to help customers who will start working for a while in 2025. It depends on what is in the store to respond to a leg of the Verizon system, to answer the subscribers in the store.

Connection of AI to create customer champions

Customer service for any industry is difficult, but it is complex for large mobile players such as Verizon, which provides a connection for millions of customers among a large area and technological apparatus. As the phones cope in our lives, it can increase the frustration of something that is wrong with something in the edge of something in our life.

“I receive a lot of emails from customers every day and they are not pretty,” Samath said. It estimates that 80% of the time is resolved by customers’ issues related to the first call. Approximately 15% must call, perhaps twice. “The last 5% entered a suffering loop, and they are most dissatisfied. They are a very rough journey. We see it and it’s not fair.”

To try to prevent this loop, Verizon, processing calls, identify solutions and update the solutions, offers a customer champion of Google Gemini 2.0 models using a Verizon-specific application. An approach inherited from Verizon systems is used for enterprise customers.

“We do this for a few months a few months [programs]And 90% of time around 90% of the time, 90% of the time we solved problems, “he said.

Google Gemini is also an important part of an update to MyVERizon application. AI-Powered Verizon Assistant access to Google engineers and Verizon has been included in a special context. As a practical example, technology can allow you to actively deal with problems in Verizon.

“If your phone is lost in transit, I know that because FedEx told me,” he said. “Why do you need me to call me and let me know your phone is lost?”

In such a situation, Verizon uses AI to determine the problem, automatically open a case and return to the customer with a plan to solve. Sampat said Verizon created a small language model for each situation and at the moment compared to large language models (LLS) with more visibility in the industry. Small, Bespoke models do not have general knowledge around life.

“I don’t have to know what the Romans do.” “I need to know why my bill is going on. We are doing it forward and exactly.”

LLMS, but not always known for their accuracy. Sampat saw 30% -40% of the wrong ratio of a year and a half ago, but now it was now improved in the north of 90% accuracy. [it]”

Live customer support and store trace expansion

This increase in using AI to manage customer issues, naturally, I wanted to know that Verizon workers will have a negative impact. If Verizo’s Gemini Model can deal with most surveys, does it take people out of the loop and salary?

“We were mainly affected by the AI ​​that we have removed our employees from our employees to pay attention to the bandwidth and headlines to listen to customers,” Samba said. “It’s the right way to go. See if you need to take costs, there are simpler ways to do it. You don’t have to place all the complexity going with AI and it.

As part of this new customer support initiative, Verizon expands live support options in several ways. Representatives will be available on telephone calls from 9 to 9 pm from 9 to 9 pm from 9 to 9 pm and in live chat.

“[Stuff] It happens when you least expect it and I don’t want you to wait until the morning because things can change. “

The network of physical verizon stores also plays a part because “We want to be in your community,” said Samba. He noted that Verizon plans to expand the company’s brick and mortar, adding about 400 new stores in the last two years.

Verizon Input Rewards Platform

Carriers that offer additions from ordinary additions such as perks, flow services around today’s mobile provider have become strong promoters and Wi-Fi in the flight T-Mobile on Tuesdays on a gift range. On this front, Sampat made a point that distinguishes Verizo’s victims from the competition.

“Look, we don’t give 3 dollars $ 3 from your small Caesars Pizza … You don’t get a big popcorn with a medium popcorn. I’m sure there is a good value.” “NFL games, Katy Perry and Beyonce concerts give you a list of buckets you can do by showing examples like tickets”

From June 30, Verizon gives 35,000 free gifts from the Verizon login program.