Verizon is revamping its customer support strategy to create a seamless experience by minimizing customer frustration. The new approach combines the use of AI for handling simple inquiries with dedicated "Customer Champions" for more complex issues, ensuring that customers won’t need to reach out multiple times. The AI assistant will cater to routine requests, while designated champions will provide personalized updates via various communication methods. Additionally, Verizon has launched a 24/7 live support system, emphasizing accessibility and expertise in specific support areas.
Now Verizon is looking to improve the support experience by using both people and AI.
The goal is to ensure customers contact Verizon support only once to resolve their issues.
An AI assistant will handle most common, simple support calls, providing 24/7 access.
A dedicated "Customer Champion" will take ownership of complex problems, updating customers on progress.
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