SAN FRANCISCO - Verizon said an AI assistant for the company's customer service representatives built using Google models had cut down on call times and freed them up to sell products to customers, ...

24/7 live chat launches. Personalized support uses Google Gemini. Verizon is giving its customer service a major upgrade with the help of AI. The company recently announced a new support system that ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. If you have the best product in the world, that’s nice, but ...

The company is still in the early stages of its transformation, which is already having a strong impact on retention, CEO Dan Schulman said.