How Verizon uses AI

In June 2025 Verizon announced a customer experience overhaul: a Customer Champion who owns complex issues end to end, drawing on Google Cloud AI including Gemini models, 24/7 live chat with human agents, and a new My Verizon app, which includes an AI powered Verizon Assistant, in which customers can become a customer, manage upgrades, add lines and ask billing questions. Verizon describes the assistant as voice enabled for mobile customers. Verizon's chief executive framed the programme as a way to build loyalty and improve retention. No outcome figures were published.

No outcome disclosed.

Verizon uses artificial intelligence and machine learning on the 811 call before you dig requests it receives to identify the excavations most likely to damage its underground fiber. The model weighs historical and current activity at the location and the past record of the excavator on site, and high risk digs trigger preventive steps such as extra communication with the excavator. The solution is integrated with Verizon's 811 system; Verizon describes the potential benefit but has not published a measured reduction in fiber cuts.

• Interactions handled: at least 10 million, per year, 811 dig requests screened

  "Verizon is utilizing advanced artificial intelligence (AI) and machine learning techniques to sort through over ten million 811 dig requests annually to identify high-risk excavations."

  Claimed by: organization

Verizon's business unit built a single Next Best X decisioning engine on Pega across five lines of business and more than 200 products and offers. It brings AI guided selling into the tools that front line sellers and business customers already use, across sales cycles that range from six month account based programmes to real time transactional sales for small businesses. Pega reports a 15% improvement in win rate, a doubling of the attach rate for value added services and a 10 to 20% reduction in handling time.

• Conversion uplift: 15%, sales win rate

  "15% improvement in win rate"

  Claimed by: vendor
• Handling time reduction: up to 20%

  "10-20% improvement in handling time reduction"

  Claimed by: vendor