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Verizon Is Enlisting Google’s AI to Resolve Support Calls on the First Try

We spoke to Verizon’s consumer group CEO about how he sees Google Gemini revolutionizing customer service quality.

Verizon’s cryptic Project 624 flew under the radar until this week, when the carrier announced a new customer service program built on Google Gemini AI technology that’s intended to resolve issues on first contact. If it works as intended, subscribers should be able to avoid the time-sucking support slog that is often a hallmark of modern troubleshooting.

Sowmyanarayan Sampath, CEO of Verizon’s consumer group, laid out changes to the customer experience that went live Tuesday, which include a team dedicated to satisfying customers in their first call (called the Customer Champion team) and improvements to the My Verizon app that leverage Google Gemini AI technology. There’s also expanded live customer agent hours and 24/7 live chat and a larger footprint of physical Verizon stores. The company will also offer more perks and giveaways. 

In an open letter laying out the carrier’s new customer service initiative, the consumer group CEO also included a direct email address, s.sampath@verizon.com, for customers to contact him.

But before we get into the specifics of what’s new, I wondered if the announcements were a direct reaction to the most recent quarter in which the company lost nearly 300,000 customers in the first quarter of 2025. Is the carrier boosting customer service to win back more subscribers?

«That’s a very fair question,» Sampath said. «The answer is quite straight: Every first quarter we lose customers, that’s the seasonality of the business. So this has nothing to do with our first quarter of business. This has to do with the two, three year transformation that we are in the middle of.»

He explained that improving customer experience is the next step after his prior efforts to revamp Verizon’s sales infrastructure and price plans.

Verizon may be the first carrier to get AI in its customer service platforms, but it’s not the only one thinking of including it. Last September, T-Mobile announced that it was partnering with OpenAI to include a new artificial intelligence offering to help customers, which would launch sometime in 2025. Whether Verizon’s system will get a leg up depends on what it’s got in store for helping subscribers get their essential questions answered.

Harnessing AI to create Customer Champions

Customer service for any industry is difficult, but that’s compounded for large mobile players like Verizon that provide connectivity for millions of customers across large swathes of area and technological hardware. And because phones have gained outsized importance in our lives, having something go wrong with one’s link to the outside world can ratchet up frustration.

«I get a lot of emails from customers every day, and they’re not pretty,» said Sampath. He estimates that 80% of the time, customers get their issue resolved on the first call. About 15% have to call again, maybe twice. «The last 5% go into a doom loop, and they are the most dissatisfied. It’s a very rough journey for them. We see it, and it’s not fair on them.»

To try to avoid that loop, Verizon is launching its so-called Customer Champion team that uses Verizon-customized Google Gemini 2.0 models to process calls, identify solutions and keep the customer updated throughout the resolution process. It’s an approach inherited from systems Verizon has been using for its enterprise customers.

«We’ve been doing that for a few months now in pilot [programs], and 90% of the time we solve issues the first time around,» he said. As the program proceeds, he hopes to get that number up to 95 or 96%.

Google Gemini is also an important part of an update to the My Verizon app. The AI-powered Verizon Assistant has been built with input from Google engineers and embedded with Verizon-specific context. As a practical example, the technology can enable Verizon to deal with problems proactively.

«If your phone is lost in transit, I know it because FedEx told me it didn’t get delivered,» he said. «Why do I need you to call me and let me know your phone got lost?»

In such a case, Verizon uses AI to identify the problem, automatically open a case and get back to the customer with a plan to resolve it. Sampath explained that Verizon essentially creates a small language model for each case, and compared that to the large language models (LLMs) that have more visibility in the industry right now. The small, bespoke models don’t have general knowledge around life.

«I don’t need to know what the Romans did,» he said. «I need to know why my bill went up. And we go ahead and do exactly that.»

LLMs, however, are not always known for their accuracy. Sampath said that a year and a half ago they were seeing a 30%-40% error rate, but that has now improved to «well north of 90% accuracy. And when it’s inaccurate, it’s only mildly inaccurate because of the way we do it. We don’t get crazy answers on [it].»

Expanding live customer support and store footprint

With this surge in using AI to handle customer issues, I naturally wanted to know if that would negatively affect Verizon staffing. If Verizon’s Gemini model can deal with most requests, does that take humans out of the loop and off the payroll?

«We’ve used AI to basically take cognitive workload off our employees so that they can focus their bandwidth and headspace on listening to customers better,» Sampath said. «That’s the right way for us to go. Look, if I need to take out costs, there are simpler ways for me to do it. I don’t need to deploy AI and all the complexity that goes with it. And for us, AI is all about problem solving.»

As part of this new customer support initiative, Verizon is expanding its live support options in several ways. Representatives will be available from 9 a.m. until midnight (local times) via phone calls, expanded from 8 a.m. until 9 p.m., and during the rest of the clock via live chat.

«[Stuff] happens when you least expect it, and I don’t want you to have to wait until the morning, because things can change,» he said.

The network of physical Verizon stores also plays a part, because «we want to be in your community,» Sampath said. He noted that Verizon is recommitting to the retail experience, having added around 400 new stores in the last couple years and plans to keep expanding the company’s brick-and-mortar footprint.

Verizon Access rewards platform

In today’s mobile provider environment, perks have become powerful incentives, with carriers offering extras from conventional add-ons like streaming services and in-flight Wi-Fi to the assortment of giveaways in T-Mobile Tuesdays. On this front, Sampath made a point of differentiating Verizon’s offerings from the competition.

«Look, we don’t give you $3 off your Little Caesars Pizza… you don’t get a large popcorn versus a medium popcorn. I’m sure there’s good value in that,» he said. «We give you bucket-list things you can do,» citing examples such as tickets to NFL games, Katy Perry and Beyoncé concerts. 

Starting today through June 30, Verizon is giving away 35,000 free prizes in drops from its Verizon Access program, «anything from tickets to devices and a bunch of other things to keep our loyalty going.»

Technologies

This Two-Faced Watch Band Lets You Hide an Apple Watch Under Your Rolex

The $418 Smartlet literally bridges the gap between your elegant analogy and your nerdy smartwatch.

The Consumer Electronics Show is never short on ambitious ideas, but Smartlet may be one of the more unusual ones this year: a modular watch strap that lets you wear a traditional mechanical watch and a smartwatch on the same wrist, simultaneously. One on top of the other.

The Paris-based startup announced Smartlet at the 2026 CES in Las Vegas, pitching it as a solution for people who love the look of an analog watch but also want the practicality of a smartwatch for notifications, fitness tracking and mobile payments. Instead of choosing between the two, Smartlet’s system lets you mount an old-school timepiece on the front of your wrist while hiding a smartwatch or fitness tracker on the underside.

The stainless steel strap starts at $418 and doesn’t include a smartwatch or a mechanical watch. What you’re really buying is the strap system, which is compatible with most major smartwatches and fitness trackers, including Apple Watch, Samsung Galaxy Watch, Google Pixel Watch, Garmin models, Fitbit Charge devices and Whoop. On the analog side, it supports watches with lug widths from 18 to 24 mm, which includes high-end models from brands such as Omega, Tudor, TAG Heuer and Rolex.

The idea comes from founder David Ohayon, who says he was tired of having to play favorites every morning, choosing between his analog and Apple Watch. Smartlet, in theory, offers the best of both worlds, letting you toggle from fitness nerd to polished executive with the flick of a wrist.

In practice, it raises some serious questions, the biggest one being bulk. Smartlet says the system adds between 9 and 12 mm of height to the underside of the wrist once a connected device is attached. As someone who already manages to scratch watches without trying, the idea of strapping a second device to the underside of my wrist, where it regularly comes in contact with desks, armrests and tabletops, sounds like a walking nightmare.

There’s also the aesthetic. Smartlet is clearly aimed at what it calls the «modern gentleman,» with marketing language that leans heavily into luxury watch culture and phrases like «from the boardroom to the weekend.» Translation: This is a watch for wealthy men who want to show off their investment piece without sacrificing their gym gain tracking.

And while it may not be the most practical, or budget-friendly solution for most people, Smartlet is one of those highly niche, standout products that had us doing a double take at this year’s CES.

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Technologies

Today’s NYT Strands Hints, Answers and Help for Dec. 25 #662

Here are hints and answers for the NYT Strands puzzle for Dec. 25, No. 662.

Looking for the most recent Strands answer? Click here for our daily Strands hints, as well as our daily answers and hints for The New York Times Mini Crossword, Wordle, Connections and Connections: Sports Edition puzzles.


Today’s NYT Strands puzzle has a holiday theme, and if you know a certain Christmas carol, you’ll quickly determine which words to hunt down. Some of the answers are difficult to unscramble, so if you need hints and answers, read on.

I go into depth about the rules for Strands in this story. 

If you’re looking for today’s Wordle, Connections and Mini Crossword answers, you can visit CNET’s NYT puzzle hints page.

Read more: NYT Connections Turns 1: These Are the 5 Toughest Puzzles So Far

Hint for today’s Strands puzzle

Today’s Strands theme is: Carolers count.

If that doesn’t help you, here’s a clue: Five golden rings.

Clue words to unlock in-game hints

Your goal is to find hidden words that fit the puzzle’s theme. If you’re stuck, find any words you can. Every time you find three words of four letters or more, Strands will reveal one of the theme words. These are the words I used to get those hints but any words of four or more letters that you find will work:

  • RIMS, HIMS, MARS, CHIME, CHIMES, MADS, DATE, DIAL, WAIL

Answers for today’s Strands puzzle

These are the answers that tie into the theme. The goal of the puzzle is to find them all, including the spangram, a theme word that reaches from one side of the puzzle to the other. When you have all of them (I originally thought there were always eight but learned that the number can vary), every letter on the board will be used. Here are the nonspangram answers:

  • LORDS, MAIDS, SWANS, LADIES, PIPERS, DRUMMERS

Today’s Strands spangram

Today’s Strands spangram is CHRISTMASDAYS. To find it, look for the C that’s three letters down on the far-left row, and wind across.

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Toughest Strands puzzles

Here are some of the Strands topics I’ve found to be the toughest in recent weeks.

#1: Dated slang, Jan. 21. Maybe you didn’t even use this lingo when it was cool. Toughest word: PHAT.

#2: Thar she blows! Jan.15. I guess marine biologists might ace this one. Toughest word: BALEEN or RIGHT. 

#3: Off the hook, Jan. 9. Similar to the Jan. 15 puzzle in that it helps to know a lot about sea creatures. Sorry, Charlie. Toughest word: BIGEYE or SKIPJACK.

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Technologies

Judge Blocks Texas App Store Age-Check Law

A preliminary injunction found the Texas law, set to begin Jan. 1, is «more likely than not unconstitutional.»

A new Texas state law set to take effect on Jan. 1 would have required app stores to implement age verification processes. But the law has been put on hold, at least temporarily, by a federal court judge.

As reported by the Texas Tribune, Senate Bill 2420, also known as the Texas App Store Accountability Act, is the subject of a temporary injunction issued by US District Judge Robert Pitman.

Pitman said in his decision that the law as written is broad, vague and «more likely than not unconstitutional.» However, he also wrote the court «recognizes the importance of ongoing efforts to better safeguard children when they are on their devices.»


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The Texas law, signed into law by Governor Greg Abbott in May, requires app store operators — including Apple, Google, Nintendo, Steam and more — to build age verification processes for the storefronts and to only allow downloads to minors who obtain parental consent. The injunction is a ruling in an October lawsuit filed by the Computer & Communication Industry Association.

CCIA senior vice president Stephanie Joyce said in a statement, «This Order stops the Texas App Store Accountability Act from taking effect in order to preserve the First Amendment rights of app stores, app developers, parents, and younger internet users. It also protects parents’ inviolate right to use their own judgment in safeguarding their children online using the myriad tools our members provide.»

Other individuals and the advocacy group Students Engaged in Advancing Texas also filed suits over the law, the Texas Tribune reported.

App Store Accountability Act

The bill author, State Senator Angela Paxton, said the bill was meant to give parents «common sense tools to protect their kids and to survive court challenges by those who may have lesser priorities.»

The language of Texas Senate Bill 2420 does not only include mobile app stores from Apple or Google, but any «website, software application, or other electronic service that distributes software applications from the owner or developer of a software application to the user of a mobile device.»

By that definition, websites with links to browser games or mobile game consoles with download options would fall under the Texas law as written. The law also defines mobile devices as including phones and tablets, as well as any other handheld device capable of transmitting or storing information wirelessly.

The parental consent aspect of the law requires those under 18 to have an app store account affiliated with a parent or guardian to purchase or download applications.

Age verification elsewhere

In an effort to keep adult materials out of reach of minors and to protect children from potentially harmful content and interactions, tech companies have been compelled by law or through legal action to verify the age of users.

Roblox, which has a huge audience of minors, began rolling out stricter age verification after investigations and lawsuits hurt its reputation as a safe gaming space. Australia is perhaps the most large-scale example of a government restricting access to online content. In December, Australia began restricting social media access to those 16 and older. Reddit recently challenged that law.

In the US, age verification laws have primarily targeted adult sites. Texas already has a law on the books that requires adult sites to age-block their content. The Supreme Court upheld that law in a June ruling. The UK has also enacted age restriction rules for adult sites as have other US states.

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