Verizon has announced a significant transformation in its customer experience strategy, introducing a series of innovations powered by artificial intelligence (AI). This initiative is part of Verizon’s multi-year consumer strategy aimed at providing easier, more personalized support across customer care, digital services, and retail. The company is leveraging America’s largest, fastest, and most reliable 5G network to deliver these enhancements, setting a new industry standard for customer service.

Hans Vestberg, Verizon Chairman and CEO, emphasized the company’s focus on combining people and technology to simplify and enrich the customer experience. The introduction of a dedicated Customer Champion for complex issues, utilizing Google Cloud’s AI and Gemini models, ensures that customers receive personalized support through their preferred communication channels. This approach guarantees that customers only need to make one call for their issues to be fully resolved.

Further enhancing customer support, Verizon is the first carrier to offer 24/7 live assistance through both call and chat services, accommodating diverse schedules and preferences. The newly redesigned My Verizon app incorporates cutting-edge AI, including the Verizon Assistant and Savings Boost, to provide users with a more transparent and efficient way to manage their services and savings.

Verizon’s commitment to accessibility is also evident in its retail expansion, with the addition of nearly 400 stores over the past two years. This expansion ensures that 93% of the U.S. population is within a 30-minute reach of a Verizon store, offering convenient in-person support.

To celebrate these advancements, Verizon is offering 35,000 free prizes through its Verizon Access rewards platform, including concert tickets and merchandise from top brands. This initiative underscores Verizon’s dedication to rewarding its customers and enhancing their overall experience.

Built on the foundation of America’s fastest and most reliable 5G network, Verizon’s customer experience transformation reflects its ongoing commitment to innovation, customer satisfaction, and industry leadership. For more information, visit verizon.com/wegotyou.

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