Ideally, a customer support chatbot ought to deal with points and not using a human having to dial a telephone or speak to a different of its variety. However ever since Verizon added Gemini integration to its Verizon Assistant, clients have been determined to take care of actual folks, as Android Headlines has discovered.
In June, Verizon announced that it added Google’s Gemini to the MyVerizon app to the assistant for “higher transparency and management, giving customers the power to simply develop into a buyer, handle upgrades, add new strains, ask billing questions, benefit from financial savings, and extra.”
The newest subject comes simply six months after Verizon reported shedding 289,000 subscribers within the first quarter of the yr.
Customers unable to get out of SOS mode have been suggested to “use Wifi and never use the mobile community.”
And whereas Verizon touted a function referred to as Financial savings Enhance, when Reddit user Nextp2w confronted the Verizon Assistant with, “T-Cellular is providing to repay my telephone steadiness and provides me higher protection,” it provided no negotiation or incentives, answering solely, “Sorry. I’m unable that will help you with that.”
One customer who repeatedly answered “Sure” to the chatbot asking them “I see you’re pissed off, would you prefer to be linked to a dwell agent?” had their account flagged as doable fraud.
Once I grew up, I believed science would have superior to the purpose the place scientists might clone dinosaurs and different extinct species. All we’ve now’s sufficient scientific development to make my uncle yell slurs at an AI-powered customer support chatbot on the Verizon retailer.
— Alex Hevesy (@venomlance.bsky.social) 2025-07-21T16:56:17.504Z
Complaints in regards to the chatbot have unfold throughout social media, from Bluesky to X. Whereas frustration with customer support is definitely nothing new, including the contentious component of AI to it’s only fueling buyer anger and will value Verizon some money.
