Wednesday, October 8, 2025
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Verizon provides clients another excuse to be offended

In late June, Verizon launched the Undertaking 624 initiative, which entailed bettering customer support. AI is central to this system, however many purchasers imagine they’re being bought quick.

Below Undertaking 624, Verizon goals to unravel clients’ issues rapidly and supply round the clock help. Verizon stated that whereas AI was part of the combination, difficult queries that require human cognition could be dealt with by human representatives. Verizon does not appear to be sticking to that resolve, with many subscribers complaining they’ve largely needed to cope with AI, and the expertise has been disappointing.

–StrictSchedule3113, Reddit consumer, September 2025

Verizon‘s customer support instruments are constructed on Google’s Gemini AI expertise. The corporate stated it could create specialised small language fashions particular to buyer instances. The corporate additionally boasted about attaining greater than 90 % accuracy.

Clients aren’t happy, although. Apparently, it is onerous to pay money for buyer representatives, and AI bots are inept at fixing queries. Clients maintain getting handed round by totally different bots, and if they’re fortunate sufficient to talk to help employees, they’re usually clueless about what to do.

–neverenough14, Reddit consumer, September 2026

Whereas subpar customer support is sufficient of a motive to infuriate clients, what makes it worse is that Verizon has steadily been elevating costs throughout a spread of providers, so clients really feel that they’re paying extra for inferior service.

–Dunnomyname1029, Reddit consumer, September 2025

Verizon has been on a customer-losing streak, and whereas the corporate insisted that the Undertaking 624 initiative wasn’t a results of that, it’d nonetheless need to follow its said imaginative and prescient, as a substitute of letting AI brokers do the heavy lifting. In any other case, this would possibly function one other potential motive for purchasers to depart.

AT&T, T-Cellular, and Verizon have all been claiming that they’re the very best community, however the reality is, most clients care extra in regards to the total worth than the negligible variations in service high quality. What can actually make a distinction, although, is outstanding customer support, however in the intervening time, Verizonbarely appears to be retaining it collectively.

We’ve requested Verizon to remark and can replace the article if we get a response.

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