Verizon adopts Google’s Gemini AI to help customers solve ‘complex’ issues

image via The Verge

June 24, 2025, 10:27 AM

• •Verizon is relaunching the My Verizon app with a new "AI-powered Verizon Assistant" to help customers manage upgrades, ask billing questions, and more.
• •The chatbot, fueled by Google's Gemini, aims to handle tasks efficiently, with human agents available upon request or if the AI can't assist.
• •Verizon is also expanding live customer service hours and introducing 24/7 live chat support.
• •A "Customer Champion" will use Gemini and Cloud AI to resolve complex issues.

Verizon is revamping its customer service with AI-powered tools, launching a new "Verizon Assistant" in the My Verizon app to streamline tasks and improve efficiency. The chatbot, built with Google's Gemini, aims to quickly resolve customer queries, with human agents available if needed. Verizon emphasizes high accuracy and a personalized approach to prevent issues. Furthermore, the company is expanding live customer service hours and introducing 24/7 live chat support to accommodate diverse schedules and preferences. A "Customer Champion" will be using Google's Gemini and Cloud AI models to help resolve complex issues.

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