Verizon customers attempting to resolve issues aren't limited to those calling from home; even store employees find themselves navigating the same frustrating customer service maze. Reports from Verizon retail staff reveal a growing reliance on the very customer service lines they're meant to bypass, leading to significant delays and dissatisfaction for in-store visitors. Whether addressing a billing issue or a malfunctioning device, customers expecting swift support often see employees dialing the same customer service number they'd use from home. This predicament arises from a shift in how Verizon manages particular customer inquiries. Many complex concerns, or those requiring access to specific account details, are routed to centralized and frequently outsourced customer service centers. Unfortunately, even store employees, who are expected to provide expert assistance, find themselves compelled to engage with this convoluted system. Verizon, like many other large corporations, is exploring ways to integrate AI into its customer service operations. If the current trend continues, it's possible that human interaction, both in-store and on the phone, could be significantly reduced, with AI handling a larger portion of customer inquiries.