Verizon has released new technology and services designed to save time and enhance convenience during this holiday shopping season. By integrating GenAI-powered tools and streamlining customer support, the company aims to make shopping simpler and more efficient.
The updated myVerizon app acts as a digital storefront, offering an intuitive way for customers to browse devices, find accessories, and access deals. The app’s streamlined interface allows users to handle their shopping and service needs without leaving home. Currently, more than half of Verizon customers use the app on a regular basis.
To further streamline the in-store and phone support experience, Verizon has introduced a Personal Shopper and Problem Solver system. This tool anticipates customer needs and offers tailored solutions, reducing transaction times by an average of three minutes.
Verizon’s customer care team is equipped with a GenAI-based Personal Research Assistant, which processes vast amounts of information to provide faster and more accurate responses to inquiries. Early results show that the tool is reducing average call times by 30 seconds, helping customers get the answers they need quickly and efficiently.
“Our decade-long AI journey elevates the shopping experience while also empowering the Verizon team with tools to better serve our customers. We’ve been able to scale these tools quickly to our frontline representatives to provide a more positive and personalized customer experience,” said Brian Higgins, Chief Customer Experience Officer, Verizon Consumer.
Verizon is also providing options such as express lockers which allow customers to order devices online and pick them up the same day. The company also offers same-day delivery and setup when ordering online or via the app.