Verizon has unveiled a major transformation in its customer support experience, marking one of the most significant advancements in years. In a recent press release, the smartphone carrier announced various enhancements aimed at improving service quality.

At the forefront of this initiative is the relaunch of the My Verizon smartphone app, now equipped with an *AI-powered Verizon Assistant*, built using Google’s Gemini and Cloud AI models. The revamped app features a Gemini AI-backed chatbot designed to assist users in *managing upgrades, adding new lines, asking billing questions, and accessing savings opportunities*.

This AI Customer Champion is capable of handling complex inquiries and providing updates via app notifications, text messages, or phone calls, depending on customer preferences. Verizon emphasizes that this new chatbot can swiftly resolve complex issues that would normally necessitate human intervention.

The company has collaborated closely with Google to minimize errors and misconceptions generated by the AI, developing specialized language models to cater to its services and customers. Sampath Sowmyanarayan, CEO of Verizon Consumer, provided insights into the AI’s capabilities, illustrating how it can autonomously manage issues such as lost devices during transit, eliminating the need for customers to reach out for support.

Moreover, Verizon’s Gemini AI-powered assistant includes the option to transfer customers to a human representative if their inquiry is beyond the assistant’s capabilities or if the customer requests a live agent. In addition to these technological enhancements, Verizon is increasing the operating hours of its live consumer service agents and launching 24/7 chat support to better accommodate diverse customer schedules.

The company has added nearly 400 stores over the past two years, with 93 percent of the population now within a 30-minute distance from a Verizon store, ensuring face-to-face assistance is accessible to those who need it. To further enhance customer engagement, Verizon is also offering a summer of savings through Verizon Access, giving away 35,000 free prizes, including tickets to major concerts and gift cards.