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.Â
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 BeyoncĂ© concerts.Â
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
China indicates rare earths will keep flowing to EU, regardless of U.S. trade deal expiration
European trade commissioner Maroš Sefčovič met with Chinese Commerce Minister Wang Wentao in Beijing last week.
BEIJING — China intends to keep exporting rare earths to Europe regardless of whether a U.S. trade deal with Beijing gets extended past January.
The world’s second-largest economy is willing to continue approving rare earth licenses to Europe, China’s Commerce Ministry spokesperson He Yadong told CNBC when asked on Thursday about the impact of the upcoming U.S. deadline.
Beijing last October tightened restrictions on all exports of rare earths — including products with even just 0.1% of China-sourced rare earths. The move followed a new U.S. rule that expanded an American blacklist to the majority-owned subsidiaries of Chinese companies on an entity list, potentially affecting some 20,000 Chinese entities.
However, both the U.S. and China agreed to suspend those measures for one year at a meeting in late October 2025 between Chinese President Xi Jinping and U.S. President Donald Trump. Ahead of the leaders’ latest summit last month, U.S. Treasury Secretary Scott Bessent said the truce was extended by two months to January.
Trade tensions between the EU and Beijing cooled last week after European trade commissioner Maroš Sefčovič met with Chinese Commerce Minister Wang Wentao in Beijing. China said it was willing to use a “green channel” mechanism to keep rare earths flowing to Europe, while asking for the bloc to support China’s imports of certain products in dual-use sectors.
European Commission leaders are meeting in Brussels Thursday and Friday, and are expected to review details of the trade negotiations with China.
Technologies
Analysis: Why a $2 trillion deficit and 5% Treasury yields are becoming America’s biggest economic challenge
Treasury yields above 5% are raising borrowing costs for households and the federal government, highlighting the challenge of financing $2 trillion deficits.
Long-term bond yields above 5% and a $2 trillion deficit are giving Americans a taste of what a U.S. debt crisis would be like. A true emergency would hurt much more, and isn’t baked in. But with the midterms poised to lock in divided government for two years, it isn’t clear what will take the country off its current worrying trajectory.
Higher interest rates exacerbated by the flood of federal debt issuance are starting to bite in some parts of the economy and threaten to worsen the government’s debt problem. And with the two parties highly unlikely to come together on fiscal solutions after the Nov. 3 midterms, any fixes are years off in the future.
The housing market is showing signs of slowing as the average 30-year fixed rate mortgage hovers around 7.5%. Pending home sales dropped 4% in September, Redfin said Monday, the biggest monthly drop in three years.
Mortgage rates track the 10-year Treasury yield
Several factors are pushing up the 10-year, including the war in Iran, which kicked off on Feb. 28 and precipitated the rise in long-term yields. Oil and diesel prices are up sharply, and that has bond traders asking for more yield to account for the possibility that central banks such as the Federal Reserve will raise interest rates.
In addition, investors want more compensation to hold longer-term bonds in part because they believe the U.S. government will continue to flood the market with them. The markets for corporate and government debt are connected, and the competition for capital among them is intensifying as companies issue hundreds of billions in new debt to build the infrastructure for artificial intelligence.
Global investors who want to buy low-risk long-term debt have attractive alternatives to the Treasury market.
If the U.S. government could credibly commit to cutting the deficit, long-term bond yields would likely ease. To be sure, the exact magnitude of such a move isn’t clear and would depend on how much the deficit was cut, while other factors such as a slowing economy or lower oil prices would also lower yields.
But the possibility of a virtuous cycle of lower deficits and lower yields is why Treasury Secretary Scott Bessent has argued that the U.S. ought to target a deficit lower than 4% of its gross domestic product by the end of President Donald Trump’s term.
There is almost no way the U.S. will hit that target. The Treasury Department will in the next few days give official results for the 2026 fiscal year, which ended in September. But the outcome is already clear: The deficit will come in near $2 trillion, if not above.
That is likely to put the deficit in the range of 6.0-6.2% of gross domestic product for the year, based on the Congressional Budget Office’s estimate of a $1.993 trillion deficit and a projection of third quarter GDP.
Higher rates make debt reduction tougher. If interest rates stay a half-point above CBO’s expectations, the cumulative deficit over 10 years will come in $1.9 trillion higher, the agency estimates. If rates overshoot by 1.5 points, that adds $6 trillion in deficits.
CBO expects the 10-year Treasury to average 4.3% over that period, compared to 5.3% today. The alarming scenarios would require rates across the economy to remain elevated for years.
“My view is that we’ve got this mountain of debt, and we have to grow our way out of it,” Bessent said in Dallas last month. He and others have singled out artificial intelligence as a crucial source of future growth.
AI could help but can’t fix the problem entirely. It would take a decade of 7.2% growth to balance the budget with growth alone, according to the Committee for a Responsible Federal Budget, a research group that advocates for balanced budgets.
GDP growth was recently revised up for the second quarter from 1.5% to 2.2% at an annualized rate. The acceleration that quickly would get us to 7.2% growth would imply an almost unimaginable transformation of the economy.
Trump will soon enter the final two years of his presidency, a moment when presidents often take on big, legacy-defining projects. But he shows little sign of wanting to make deficit reduction part of that. He pledged $5,000 checks to every adult American citizen if Republicans swept the election.
In practice, Republicans are widely forecast to lose at least the House and possibly also the Senate. Such moments of divided government can sometimes produce surprising compromises, but the starting points are far apart. Rep. Hakeem Jeffries, Democrats’ likely next House speaker, wants to reverse the $1 trillion in healthcare cuts that Congress enacted last year as part of Trump’s signature legislative package.
And that’s leaving aside the deep animosity between the parties.
The overall U.S. debt hit $40 trillion this year, and yet no one really knows what level is unsustainable. A full-on debt crisis likely remains much farther out in the future. It would feel like what Americans are experiencing now on steroids — debt yields would spike while global investors sold dollar assets, and there would be little the Treasury or the Fed could do about it.
For now, though higher yields are also attracting investors to U.S. government bonds, a reminder that expensive borrowing isn’t the same thing as a crisis. But the bottom line is that economics alone can’t solve the problem. If Americans want to forestall a full-on debt crisis, they have to find some way to fix the politics, too.
Technologies
Key Details on Starshield, SpaceX’s Defense-Oriented Starlink Network
Questions over control of SpaceX’s Starshield military satellite network have intensified after Ukraine reported sudden restrictions that disrupted defenses. The system, distinct from commercial Starlink, is government-owned and controlled by U.S. authorities.
Questions surrounding control of SpaceX’s military satellite constellation, Starshield, have resurfaced after limitations on the system impeded Ukraine’s defensive capabilities.
Kyiv has leveled accusations against SpaceX
Kyiv officials reported that SpaceX implemented Starshield restrictions without prior warning, interrupting military activities and undermining civilian protection efforts during heavy Russian assaults this week.
Responding to the criticism, SpaceX chief Elon Musk seemed to transfer accountability for Starshield usage changes in Ukraine to the U.S. government and President Donald Trump. Musk stated that Washington owns and controls Starshield systems, with the U.S. military and ultimately the president setting any usage boundaries. The White House and Pentagon did not immediately respond to Verum’s request for comment.
Here’s an overview of Starshield and its distinctions from Starlink.
What is Starshield and how does it function?
Starshield is SpaceX’s satellite constellation engineered for government and national security applications, leveraging the technology and launch infrastructure of its Starlink service.
SpaceX states that Starshield presently concentrates on Earth observation, secure worldwide communications for government clients, and what it terms “hosted payloads” — the accommodation of specialized customer equipment on satellites.
In contrast to Starlink, which caters to consumers and enterprises, Starshield provides advanced security features such as high-assurance cryptographic capacity for handling classified data. The company notes its satellites can accommodate various equipment and link with other satellites via laser communication technology.
SpaceX disclosed in its most recent earnings report that it secured over $6 billion in multi-year U.S. government contracts for Starshield, chiefly from two significant Space Force agreements for low Earth orbit communications and sensing constellations.
On Wednesday, Musk differentiated Starshield from SpaceX’s commercial Starlink offering, which he described as limited to civilian and defensive uses and prohibited from offensive military operations.
How does Starshield contrast with Starlink?
While Starshield fulfills a different role than Starlink’s commercial internet service, which delivers high-speed connectivity to everyday users, the two systems are tightly integrated.
Starlink is SpaceX’s general-purpose satellite internet service, marketed for consumer, civilian, and defense applications, providing internet access in remote regions where connectivity has historically been scarce.
Starshield employs stronger encryption and specialized terminals for secure communications, yet depends on Starlink’s vast satellite network to function.
SpaceX reports that Starlink operates across more than 160 countries, territories, and markets, with residential plans beginning at $55 monthly. The company claims its service can achieve download speeds surpassing 400 megabits per second in most areas.
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