Verizon Sets New Standard with AI-Powered Customer Experience and 24/7 Personalized Support

Verizon Launches AI-Powered Innovations to Transform Customer Experience

NEW YORK – Verizon has announced a major update to its customer experience, focusing on simpler, more personalized support. This move is part of Verizon’s ongoing consumer strategy and builds on its reputation for having America’s largest, fastest, and most reliable 5G network both at home and on the go.

Hans Vestberg, Verizon Chairman and CEO, highlighted that this transformation marks a new phase in their consumer business efforts that started two years ago. By combining advanced AI technology with a people-first approach, Verizon aims to make customer interactions faster, easier, and more satisfying. The company expects these changes to strengthen customer loyalty and improve retention.

Sowmyanarayan Sampath, Verizon Consumer CEO, emphasized that customers rely on Verizon not only for top-tier 5G connectivity but also for transparent plans and predictable pricing. With this update, Verizon is raising the standard for customer support, recognizing the essential role it plays in their customers' daily lives.

Key Features of Verizon’s Customer Experience Transformation

• Personalized Customer Service: Verizon is the only carrier providing a dedicated expert to handle complex issues. Powered by Google Cloud’s AI, including Gemini models, this “Customer Champion” ensures issues are fully resolved and keeps customers informed through their preferred channels—whether that’s the My Verizon app, text, or callbacks. The goal is to eliminate repeat calls by resolving issues on the first contact.
• 24/7 Live Support: Verizon now offers expanded live agent hours and round-the-clock live chat support. This ensures customers can get help whenever they need it, accommodating different schedules and preferences.
• Advanced My Verizon App: The redesigned app integrates AI-powered tools like the Verizon Assistant and Savings Boost. It’s built to help customers manage their accounts efficiently—whether upgrading, adding lines, checking billing, or finding savings—all with more transparency and control.
• Expanded Retail Presence: Verizon has grown its retail footprint to the largest postpaid store fleet in the U.S., with nearly 400 new locations added in the last two years. Now, 93% of the population is within 30 minutes of a Verizon store, making in-person support widely accessible.

Summer Rewards and Savings

To celebrate these changes, Verizon is launching a summer giveaway with 35,000 free prizes through Verizon Access, its rewards platform for mobility and mobile broadband customers. Prizes include tickets to popular concerts featuring artists like Beyonce, Katy Perry, and Lady Gaga, as well as gift cards and merchandise from brands such as Amazon, Disney, and Starz. Additionally, customers can pick up freebies at Verizon stores nationwide through June 30.

Commitment to Customer Trust and Value

This transformation builds on Verizon’s foundation of reliable 5G connectivity and customer-friendly plans such as myPlan and myHome. The company also offers a three-year price lock guarantee on all current plans, providing customers with predictable billing. These enhancements across digital services, retail, and support are designed to put customers’ needs first and offer service on their terms.

For customer support professionals, Verizon’s approach highlights the growing role of AI in delivering efficient, personalized service and the importance of combining technology with human touchpoints. Staying informed about such industry developments can provide valuable insights into emerging best practices in customer care.

To learn more about how AI is transforming customer support and gain skills relevant to these innovations, consider exploring specialized courses at Complete AI Training.