Proven: Verizon takes the definitive step to the amazement of millions of Americans

In recent months, Verizon has surprised the U.S. market with a strategic shift that is generating a lot of buzz. This company is one of the largest in the country in the telecommunications field. It has strongly committed to artificial intelligence (AI) in its customer service.

The result? Better sales, more efficient agents, and a faster experience for the consumer. Technological innovation is revolutionizing all sectors, and the operator has decided not to fall behind.

Since mid-2024, the company has intensified the use of tools based on generative AI. They apply them both to assist their employees and to improve direct interaction with users.

Verizon goes a step ahead

One of the most notable systems that Verizon has introduced is an intelligent conversational assistant. It suggests accurate responses according to the context of each inquiry.

Additionally, another assistant, called "Personal Shopper and Problem Solver," analyzes data from each customer's profile. Thus it manages to anticipate the reason for their call. This predictive capability not only saves time but also improves the attention each person receives.

Thanks to this automation, human agents have been able to leave behind repetitive tasks and focus on tasks like sales. Verizon's own Consumer Group CEO, Sampath Sowmyanarayan, has confirmed that sales have increased by 40%. This figure clearly shows that AI not only improves efficiency but also directly impacts the company's economic results.

The technology implemented by Verizon is not just any generic system. In collaboration with Google, they trained a version of the Gemini language model with nearly 15,000 internal documents. This allows agents to have information instantly and solve up to 95% of inquiries without needing to escalate the issue.

Verizon cares about the customer

Another major goal of Verizon with AI is to achieve hyper-personalized attention. The idea is to treat each customer as unique, even though millions of interactions are operated daily. This strategy is being carried out on a large scale, but with a focus on individual needs.

Of course, not all companies are in a position to follow this same path. Some may prefer to enhance service quality with more human staff. However, Verizon's case shows that when certain tasks are automated, human talent can be redirected to areas where it truly makes a difference.