Millions of Americans rage against Verizon: they won't allow it again

In the United States, indignation against Verizon is growing. One of the country's largest telecommunications companies is being harshly criticized by users and workers.

The main reason is the implementation of new tools based on artificial intelligence (AI). Especially one called Personal Shopper, which has caused more frustrations than solutions.

For months, several Verizon employees had been expressing their dissatisfaction with the use of AI within the company. Although these tools were announced as a way to make work easier and faster, the reality seems to be quite the opposite. The Personal Shopper tool has sparked a wave of complaints, both inside and outside the company.

Verizon must respond immediately

This AI was designed with the promise of improving the customer experience. Supposedly, it was meant to save time in processes and reduce errors. However, its implementation has had very different effects.

According to numerous customer service representatives, Personal Shopper is adding services to customers' accounts. All without them having requested it. This has resulted in higher bills, generating confusion and annoyance among users.

To make matters worse, the workers themselves do not have the option to remove these additional charges immediately. In many cases, they must wait until the billing cycle ends to make corrections. This has led to internal complaints, as many representatives end up giving explanations for errors that are not even their fault.

The most ironic part of the matter is that Verizon promoted this tool as a major technological breakthrough. When Personal Shopper was introduced, along with another AI called Problem Solver, it was said they would help reduce service times. But the real experience has been very different.

Instead of helping, these AIs are complicating daily work and affecting the quality of customer service. The operator's workers, especially those in indirect sales areas, are seeing how their tasks become more difficult due to these automated tools.

Consumers were quick to start complaining as well. On social media, forums, and review sites, complaints against Verizon keep growing.

Verizon faces a challenging moment

The massive use of artificial intelligence in the telecommunications sector has caused many expectations. But it has also brought with it evident problems. 

For now, Verizon faces a challenging moment. With customers upset over unexpected charges and workers trapped in a system they can't fully control, the company will have to act quickly. Because if anything has become clear, it's that when technology doesn't work as it should, complaints are quick to follow.