Verizon’s new AI assistant is here to replace customer service

Verizon AI assistant is here, and it’s about to shake up how you deal with customer service. The company just rolled out a major update to the My Verizon app. At the center of it is a new AI assistant powered by Google’s Gemini and Cloud AI. It’s built to help with everything from billing questions to upgrading your phone, without having to wait on hold.

Verizon says this new AI can handle complex problems in real time. It even uses what they call an “agentic framework” to resolve issues automatically. One example is if you return a phone and it gets lost in transit, the system is smart enough to detect that and credit your account. No call needed.

The Verizon AI assistant isn’t doing everything, though. If it can’t help or your request is too specific, it will still transfer you to a real human.

Verizon is expanding live agent hours and rolling out 24/7 chat support. That should make it easier to reach someone when you actually want to. And if you still prefer face-to-face help, the company has added nearly 400 stores over the past two years. According to Verizon, 93 percent of the US population now lives within 30 minutes of a store.

The goal is to meet customers on their terms, whether that’s through a chatbot, a text, or walking into a retail store. But let’s be real. The AI assistant is doing most of the work now.

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