Verizon rolls out Gemini AI powered customer support app

Verizon has launched Project 624, a sweeping upgrade to put AI into its customer service platform.

The project aims to integrate AI tools and real-time assistance across digital and retail channels.

'624', named after today, the date of the roll-out, is part of a multi-year transformation strategy which, among several other efforts, will embed a new AI-powered Verizon Assistant into the consumer-facing My Verizon app.

The tech itself is built with Google’s Gemini models, and helps users manage accounts, resolve billing issues and track service problems.

"We are setting a new standard for customer innovation by focusing on both people and technology, using the most advanced AI to make the customer experience simpler, faster, and more rewarding,” said Verizon CEO Hans Vestberg.

The AI is designed to hand off to human agents when needed, meanwhile a 'Customer Champion' team will be there to manage more complex cases.

The telecoms company said its internal tests of ther AI system showed over 90% accuracy in first-time resolution.

Verizon, in a statementconsumer-facing, also emphasised it has expanded its in-person presence to over 400 locations over the past two years.