Technologies
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
Facing Billions in DMA Fines, Apple Lets EU iPhone Users Install Apps Outside the App Store
A last-minute rule change lets European iPhone owners download apps from rival stores and developer websites, while introducing new fees that Apple hopes will satisfy regulators in Brussels.
In a scramble to sidestep penalties that could soar into the billions, and with Brussels regulators watching closely, Apple has agreed to let Europeans download iPhone apps from outside its own App Store.
With just hours left before an EU compliance deadline, the company said residents of the 27-nation bloc will soon be able to grab apps from rival marketplaces or straight off a developer’s website. The change rolls out later this year with iOS 18.6 and iPadOS 18.6, and also lets users set a different browser engine and choose a third-party wallet at checkout.
For everyday EU iPhone owners, that means the download button could pop up in more places than just Apple’s storefront. After you select the new setting, iOS shows a one-time permission sheet confirming you’re leaving Apple’s marketplace. The app then passes a quick notarization scan meant to weed out malware. Apple notes that off-store downloads work only inside the EU, and disappear if you stay outside the bloc for more than 30 days.
Cost to developers
Developers do gain fresh distribution freedom, but there’s a price tag. A new two-tier Store Services fee asks for 5% of outside sales in exchange for basic services like app reviews and support in what’s called Tier 1, or 13% for the full bundle of perks, including automatic updates and App Store promotions in Tier 2.
Apple will take a 5% «Core Technology Commission» on any purchase made outside its own payment system. That new cut will phase out the current €0.50-per-download fee and become the sole charge across the EU when a unified pricing model arrives on Jan. 1, 2026.
Apple insists «more than 99%» of devs will pay the same or less under the revamped math.
Why now?
In April, the European Commission fined Apple €500 million ($585 million) for blocking developers from steering users to cheaper payment options, and warned that daily penalties of up to 5% of global revenue could follow if it failed to comply.
Throughout the back-and-forth, Apple has accused the commission of «moving the goalposts» on what counts as compliance, with a spokesperson saying the company has invested «hundreds of thousands of hours» to meet the EU’s evolving demands.
Epic Games CEO Tim Sweeney blasted the 5% tier as a «malicious compliance scheme» that «makes a mockery of fair competition.»
If regulators decide Apple still hasn’t gone far enough, the iPhone maker could face steeper sanctions, or even be forced to separate its App Store business.
Technologies
Today’s Wordle Hints, Answer and Help for June 27, #1469
Here are hints — and the answer — for today’s Wordle No. 1,469 for June 27. Some players need a new starter word now.
Looking for the most recent Wordle answer? Click here for today’s Wordle hints, as well as our daily answers and hints for The New York Times Mini Crossword, Connections, Connections: Sports Edition and Strands puzzles.
Today’s Wordle puzzle isn’t too tough, but somehow, it has a starting letter I never seem to guess. Some posters on Reddit say it was one of their starter words, so now they’re in the market for a new way to begin the game. If you need a new starter word, check out our list of which letters show up the most in English words. If you need hints and the answer, read on.
Today’s Wordle hints
Before we show you today’s Wordle answer, we’ll give you some hints. If you don’t want a spoiler, look away now.
Wordle hint No. 1: Repeats
Today’s Wordle answer has no repeated letters.
Wordle hint No. 2: Vowels
There are two vowels in today’s Wordle answer.
Wordle hint No. 3: First letter
Today’s Wordle answer begins with P.
Wordle hint No. 4: Placement
The two vowels are next to each other.
Wordle hint No. 5: Meaning
Today’s Wordle answer can refer to something that is not decorated and is simple.
TODAY’S WORDLE ANSWER
Today’s Wordle answer is PLAIN.
Yesterday’s Wordle answer
Yesterday’s Wordle answer, June 26, No. 1468 was OFFER.
Recent Wordle answers
June 22, No. 1464: THRUM
June 23, No. 1465: ODDLY
June 24, No. 1466: ELITE
June 25, No. 1467: COMFY
Will Wordle run out of words?
When Wordle began, creator Josh Wardle used a list of five-letter words he’d shared with his partner, picking only the words they recognized. While that’s more than 2,000 words, more than half of them have already been used.
Wordle editor Tracy Bennett admitted that the game will eventually have to come to grips with the fact that the word list is not eternal.
«One possibility is that we could recycle old words at some point, like when we get close to the end,» Bennett told a Wordle player on TikTok.
She also said the editors might throw all the words back in and reuse them, or allow plurals, or past tense, something that’s not done now.
Technologies
Why Smart Travelers Are Switching to eSIMs This Summer
Save 20% on Nomad eSIMs and use your phone all you want around the world without spending a fortune on roaming fees and data add-ons.
Higher prices are looming for just about everything, but they’re not stopping people from planning more summer travel than ever.
Deloitte’s 2025 summer travel survey found that despite the gloomy economy, more Americans will travel this year than they did last year. And young people are especially ready for some self-care elsewhere: a survey by Allianz found that a whopping 70% of Americans under 35 are planning to take a vacation this summer.
If you’re one of the many people thirsty for a summer getaway, there’s a good chance you’re also looking to cut costs where you can. Maybe you’re opting for a cheaper mid-week flight rather than heading out on Friday, or heading somewhere off the beaten path instead of a tourist-packed metropolis.
Another smart way to trim your travel budget is to use an eSIM. You don’t have to pay pricey roaming or add-on data fees to look up local spots, post pics and check your email while you’re out of the country. Nomad eSIM, one of the most affordable options, gives you the data to do all that and more from over 200 countries. And right now you can get 20% off your first Nomad data plan with the code NOMCNET20.
What is an eSIM?
If you’ve ever upgraded your phone or switched carriers, you’re likely familiar with what a SIM card is: It’s that tiny chip in your phone that essentially connects it to your mobile carrier.
A digital eSIM is different in that it’s downloaded from the web directly into your phone. You can activate it using an app and switch carriers without the fuss of having to swap out your physical SIM card.
An eSIM can be a smart choice for travelers who want to use their phone while abroad. Because eSIMs are data-based, you’ll be able to send emails, browse the web, scroll your socials, stream videos and make data-based voice and video calls — all without having to pay the expensive roaming and data fees of your regular US-based carrier.
How a Nomad eSIM helps you save on international data
Nomad eSIM is different from the other eSIMs in that it offers an affordable plan lineup for every type of trip. Whether you’re going to Costa Rica for a week-long retreat or backpacking around Europe all summer, you can pick a plan that works for your specific needs — and budget.
If you’re visiting one destination, Nomad has you covered with daily, weekly and monthly data plans ranging from 1GB to more than 20GB with coverage in over 200 countries. Travelers can also choose daily unlimited plans for a week, and there are local plans for single-country trips or regional plans for multi-destination travel. Current prices on plans include hotspots like Thailand ($0.18/GB) and Iceland ($1/GB).
Get data plans tailored to your travel needs — and budget
If you’re exploring more than one country, the Nomad Global plan has weekly and monthly plans ranging from 1GB to 5GB and coverage in up to 112 countries. While global in reach, Nomad has intentionally focused coverage on the most popular travel destinations, helping to keep global plan costs more affordable. A 1GB, one-week Global plan starts at just $12, ideal for the occasional check-ins with loved ones and social media posts. Or you can opt for a 3GB or a 5GB Global plan starting at $26 or $36 respectively, and the data is good for one month.
eSIMs are great for frequent flyers and digital nomads, too
For backpackers, students abroad and digital nomads, the Nomad Global-EX plan offers handy six-month and year-long options that are good in up to 82 countries.
The highly affordable Global-EX offers a 10GB, six-month plan starting at just $30 and a 20GB, one-year plan starting at $50, plus the option to expand your data limit to 30GB or 50GB as needed. This plan eliminates the hassle of having to reactivate your eSIM for each trip, and it’s more affordable than other eSIM brands that offer similar data allowances for shorter durations.
And for those who prefer unlimited data, Nomad has recently expanded its offerings with 21 new unlimited plans. Perfect for travelers who don’t want to worry about running out of data or topping up, these plans start as low as $11 USD for 3 days of unlimited usage.
eSIMs provide instant, hassle-free connectivity
No matter which plan you choose, the Nomad eSIM is a snap to use. Simply download the app and activate the eSIM on your unlocked iOS or Android eSIM-compatible phone so you can get online the minute you land. There’s no physical SIM card, no contracts and no hassle.
Lock in a new Nomad plan today and score 20% off with the discount code NOMCNET20.
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