Verizon has recently acknowledged the preferences of its customers when it comes to AI customer service. In a new report, the company recognizes that customers do not want to deal with AI agents and are more inclined towards human customer service representatives. This shift in understanding is expected to lead to changes in how Verizon interacts with its customers in the future.
Verizon further emphasizes the importance of AI tools complementing human support representatives, rather than replacing them entirely. This approach aims to enhance productivity while maintaining a personalized customer service experience.
Many people still prefer going to a physical store to get their problems resolved. | Image credit — Verizon
Verizon is now reevaluating the use of certain AI solutions that have caused issues for customers, such as unwanted bill additions. The company's recent decision to end loyalty discounts faced criticism, resulting in efforts to win back customers with new offers. Overall, Verizon's recognition of customer preferences and efforts to address concerns demonstrate a commitment to improving customer satisfaction.
