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Verizon is significantly upgrading its customer service capabilities by integrating Google’s Gemini AI and Cloud AI models. The initiative includes the launch of an “AI-powered Verizon Assistant” within the My Verizon app, employing small language models tailored to Verizon’s specific services and customer needs. This AI assistant is designed to efficiently manage routine tasks, reducing the need for human agent intervention. For more complex issues, Verizon is introducing “Customer Champions” powered by Gemini, providing advanced problem-solving capabilities. Verizon claims the AI assistant is delivering high accuracy. In addition to AI enhancements, Verizon is expanding live customer service hours and rolling out 24/7 live chat support, further solidifying its commitment to improved customer experiences.