Customers have expressed frustration with Verizon's new Project 624 initiative, aimed at improving customer service through the use of AI technology. Despite promises of human intervention for complex issues, many users report dealing primarily with AI agents, resulting in unsatisfactory experiences.
Users have taken to platforms like Reddit to share their grievances, citing issues such as being passed around to multiple bots without problem resolution. This has been compounded by Verizon's recent price increases, leading customers to feel they are paying more for subpar service.
As the debate on the role of AI in customer service continues, Verizon risks further customer dissatisfaction and potential attrition if they fail to address these concerns and uphold their commitment to quality service.
