From CNET: In April, Verizon's CEO of its consumer group, Sowmyanarayan Sampath, dropped a cryptic teaser on his LinkedIn Page: "Project 624. All about the customer. Coming soon." And then… nothing more about it. Until today.
Now we know that 624 represents the date, June 24, and the project is an ambitious customer service program intended to make it so subscribers can resolve issues by contacting Verizon just once. And yes, AI is involved, but don't roll your eyes just yet.
Sampath laid out changes to the customer experience that went live today just before revealing Project 624's details on a call. These changes include a team dedicated to satisfying customers in their first call (called the Customer Champion team) and improvements to the myVerizon app that leverage Google Gemini AI technology. There's also expanded live customer agent hours and 24/7 live chat and a larger footprint of physical Verizon stores. The company will also offer more perks and giveaways.
In an open letter laying out the carrier's new customer service initiative published today, the consumer group CEO also included a direct email address, s.sampath@verizon.com, for customers to contact him.
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