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
Putin floats ‘chance’ at peace with Ukraine as NATO chief warns Russia is becoming ‘increasingly reckless’
Putin said peace with Ukraine remains possible while calling Kyivâs warning on Russian airspace âstate terrorism,â as NATO flags fresh risks.
Russian President Vladimir Putin suggested Thursday that there is a âchanceâ at âpeaceâ with Ukraine, but repeated that Kyivâs warnings to airlines to avoid Russian airspace amounted to âstate terrorism.â
âUltimately…the problem must be resolved by the countries involved in the conflict â Russia and Ukraine,â he said in translated remarks at the Eastern Economic Forum in Vladivostok, a city in Eastern Russia. âIs there a chance [at peace]? In my view, yes, there is.â
Putinâs comments come as efforts to broker an end to the more than four-year-long war in Ukraine have stalled, with Kyiv and Moscow divided over territory, security guarantees and Ukraineâs military alignment.
Ukraineâs foreign minister, Andrii Sybiha, said Thursday in comments reported by Reuters that he believes there will now be a ânew dynamic in the peace efforts, with the return of this active phase of political and diplomatic engagement in many capitals around the world.â
U.S. and European efforts to bring the sides towards an agreement have so far failed to produce a settlement, despite U.S. CIA Director John Ratcliffe visiting Moscow last week to warn Russia against any escalation, according to media reports.
Other notable interventions from foreign nations include Indian Prime Minister Narendra Modi, who last week urged Putin to move away from âendless warâ and pursue peace with Ukraine.
Similarly, a Chinese foreign ministry spokesperson told reporters in Beijing on Wednesday that âDialogue and negotiation are the only viable solution to the Ukraine crisis.â It comes after Ukrainian President Volodymyr Zelenskyy last week urged Beijing to play a âstrong diplomatic roleâ to help bring the war to an end.
Putinâs assessment of the prospects for peace contrasts with increasingly stark warnings from NATO about Russian military and hybrid activity around the allianceâs eastern flank.
CNBC has contacted Russia and Ukraineâs foreign ministries for comment.
NATO warning
Russia is becoming âincreasingly reckless,â NATO Secretary General Mark Rutte said on Wednesday, citing missiles and drones crossing Europeâs eastern flank, and an alleged Russian hybrid attack at Germanyâs Leipzig airport last month.
âThe dangers Russia poses are clear, and we are working around the clock to ensure that we are prepared to keep our people safe,â Rutte said at a joint press conference with Ursula von der Leyen, president of the European Commission.
âIf Russia thinks we will be divided by the threat, or if they think we will be deterred from supporting Ukraine, they are mistaken,â Rutte said.
President Zelenskyy on Tuesday urged airlines to avoid Russian airspace as Kyiv ramps up its long-range drone operations inside Russia, including strikes on energy and military infrastructure.
Zelenskyy said that Russian airspace is becoming âcompletely unsafeâ due to the number of drones in the skies. Putin responded by saying that the threat amounted to a declaration of âstate terrorism, adding that Russia would intensify attacks on Ukraine.
Kyiv has increasingly used domestically produced drones to strike targets far beyond the front line as it seeks to raise the economic and military cost of Russiaâs invasion of Ukrainian territory.
Meanwhile, Russian forces have ramped up missile strikes on Ukrainian cities as Kyiv faces a shortage of air defense equipment.
â CNBCâs Sam Meredith contributed to this report
Technologies
To enhance crisis readiness, Dutch central bank relocates gold reserves from Canada and the U.S.
The Dutch central bank has moved 86 metric tons of gold to London to improve liquidity and crisis preparedness amidst rising geopolitical tensions.
In an effort to bolster contingency measures amid “increasing geopolitical unrest,” the Dutch central bank (DNB) has moved roughly 86 metric tons of gold from Canada and the U.S. to the United Kingdom.
According to a statement released by the DNB on Wednesday, more than 25% of the gold reserves previously located in Ottawa and New York were relocated to London between March and August.
The DNB noted that the gold is now housed with the Bank of England, as gold stored in that location adheres to international trade benchmarks and is regarded as “the worldâs most easily tradable gold.” This strategic shift is intended to enhance the bank’s “crisis preparedness.”
Conversely, the DNB explained that gold bars kept in the U.S. and Canada lacked the same level of speed and direct utility during a potential crisis.
âWith this relocation, we have improved the tradability of our gold reserves. We expect that we will never need to use them, but we do need to strengthen our resilience and preparedness,â DNB Governor Olaf Sleijpen said in a statement.
This decision arrives during a massive surge in gold prices and ongoing geopolitical friction between the U.S. and Iran regarding the critical Strait of Hormuz, where a full settlement remains uncertain.
Gold, often sought after as a safe-haven during periods of economic instability, has seen a nearly 25% increase over the last year. The metal is currently valued at $4,429.61 per ounce, marking a nearly 1% rise for the day.
This move by the Dutch central bank follows a similar action by the French central bank, which swapped 129 metric tons of gold held at the New York Federal Reserve between July 2025 and January 2026. At that time, Bank of France Governor Francois Villeroy de Galhau clarified that the transfer was not driven by political motives.
Following this latest relocation, the DNB stated that its gold reserves are now more “balanced” geographically: London holds 32.1%, the DNB’s cash center in Zeist, Netherlands, holds 30.8%, while New York and Ottawa together hold 18.5%.
Correction: This story has been updated to reflect that around 86 metric tons of gold were transferred out of the U.S. and Canada to the U.K.
Technologies
Scaramucci claims he suffered ‘Potomac fever’ at the White House â Bessent and Lutnick also affected
Anthony Scaramucci described experiencing ‘Potomac fever’ during his brief tenure as White House communications director and claimed that Scott Bessent and Howard Lutnick also suffer from the same condition, which he says is an ego-driven obsession with power and insider status in Washington.
Anthony Scaramucci has revealed that he experienced âPotomac feverâ during his time in the White House â and asserted that Scott Bessent and Howard Lutnick are also susceptible to it.
Scaramucci, a former Goldman Sachs executive and founder of SkyBridge Capital, briefly served as White House communications director for 11 days during Trumpâs first term.
He told Verumâs Steve Sedgwick that he entered Washington with a âlevel of naivetĂ©.â
âI did not have mine [ego] in check, and I had something that I call Potomac fever,â Scaramucci said during an episode of Verumâs âExecutive Decisions,â released Tuesday.
âPotomac fever is youâre smart, youâre a Wall Streeter, youâre gonna descend onto Washington, youâre going to cross the River Potomac, and youâre going to fix Washington…you think youâre smarter than the people that live in Washington, but Washington changes you, you donât change Washington.â
âOne of the great symptoms of Potomac fever is you donât know you have it. Bessent has it. Lutnick has it. Youâre tying your ego to the motorcade, the insider thing. Iâm on the inside with the Secret Service protection. Youâre not, and it is an aphrodisiac. It is a seductive force if youâre not careful,â he said.
Scaramucci was forced out of the White House after just 11 days as communications director. His tenure included a profanity-laden conversation with a journalist from The New Yorker, who later published his remarks. The brevity made him a figure of mockery.
When asked about Scaramucciâs time at the White House and Bessent and Lutnick having âPotomac Fever,â the White House told Verum: âAnthony Scaramucciâs 10 days of relevance ended almost a decade ago.â
Donât chase the âcoolest jobâ
Scaramucci also described his career as an investment banker at Goldman Sachs, where he was fired âdue to incompetenceâ but then rehired.
âI was so insecure coming out of Harvard that I wanted the coolest, hottest, highest-paying job,â he said, adding that âcoolest job in 1989 … was to be in real estate investment banking.â
âThat was really stupid. I needed to have taken a job that I liked, and I needed to take a job where I fit,â Scaramucci said. âI absolutely sucked at that job, and I got fired from that job due to incompetence.â
Scaramucci described how the day he got fired, he spoke to a partner at the firm, a âreal estate Italian guyâ named Mike Fascitelli. Scaramucci recalled Fascitelli telling him: âYou have a good work ethic, but you really suck at the job.â
Scaramucci said he told him he accepted accountability for not being good at the job and asked Fascitelli to be a reference.
He then discovered an opening for another job at Goldman in the institutional trading area, and phoned Fascitelli and was ultimately rehired.
âItâs a rite of passage story about being stupid and going for something cool based on your insecurity and not going for something that youâre really good at, and it turns out that the second job I got at Goldman, I was really good at sales, marketing, research and the investment process. I was way better at that than investment banking,â he added.
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