Verizonhas launched Project 624, a new initiative aimed at improving customer satisfaction through AI technology. While T-Mobile has been claiming superiority in terms of speed and reliability, Verizon is confident in its position as the provider of the fastest and most reliable 5G network in the US.
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As part of Project 624, Verizon is utilizing AI and human agents to deliver personalized customer service. By partnering with Google Cloud and implementing AI models like Gemini, the company aims to streamline customer queries and issue resolution. The Customer Champion team will keep customers informed through various channels, ensuring that problems are addressed promptly and efficiently.
—Sowmyanarayan Sampath , Verizon Consumer Chief Executive Officer, June 2025
The introduction of the AI-powered Verizon Assistant, developed in collaboration with Google engineers, signifies the company's commitment to proactive problem-solving. By leveraging AI technology, Verizon aims to anticipate and address customer needs before they even arise. The revamped Verizon app further enhances the customer experience, offering tools to manage accounts and maximize savings.
"Our focus is on building an experience that prioritizes the customer. We want to earn your trust every day and welcome feedback for continuous improvement. You can reach me directly at s.sampath@verizon.com," said Sowmyanarayan Sampath, Verizon Consumer Chief Executive Officer.
—Sowmyanarayan Sampath , Verizon Consumer Chief Executive Officer, June 2025
Despite the digital enhancements, Verizon remains committed to providing offline support with its extensive retail network. With the addition of new stores and an increased presence, the company ensures that 93 percent of the population is within a short distance of a Verizon store. Additionally, Verizon is rewarding customers through its Verizon Access platform, offering a range of prizes and giveaways to enhance customer loyalty.
"Our approach is to provide customers with unforgettable experiences, moving beyond traditional discounts to offer exclusive opportunities," said Sowmyanarayan Sampath, emphasizing Verizon's commitment to customer satisfaction.
While T-Mobile and Verizon continue to compete for market dominance, both companies are striving to meet customer expectations and deliver exceptional service.
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