Connect with us

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.»

Related Topics:

Technologies

Kohler Wants to Put a Tiny Camera in Your Toilet and Analyze the Contents

The company’s new Dekoda toilet accessory is like a little bathroom detective.

Some smart litter boxes can monitor our pets’ habits and health, so having a camera in our human toilet bowls seems inevitable. That’s just what kitchen and bathroom fixture company Kohler has done for its new health and wellness brand, Kohler Health. 

The $599 Dekoda clamps over the rim like a toilet bowl cleaner, pointing an optical sensor at your excretions and secretions. It then analyzes the images to detect any blood and reviews your gut health and hydration status. Depending on the plan you choose, the subscription fee is between $70 and $156 per year.

Don’t miss any of our unbiased tech content and lab-based reviews. Add CNET as a preferred Google source.

At toilet time, you sign in via a fingerprint sensor so that the device knows who’s using the facilities. (Please wash your hands before signing out or tracking your progress.) Then, check in with the app for the day’s analysis and trends over time. 

Wait until you’re off the pot, though, before you start doomscrolling your health. The device has a removable, rechargeable battery and uses a USB connection. 

Kohler says it secures your data via the aforementioned fingerprint scanner and end-to-end encryption, and notes that the camera uses «discreet optics,» looking only at the results, not your body parts. 

«Dekoda’s sensors see down into your toilet and nowhere else,» the company says. 

Kohler warns that the technology doesn’t work very well with dark toilet colors, which makes sense. I’m sure there could be an upsell model with a light on it. Maybe the company could add an olfactory sensor, since smell reveals a lot about your gut health too. It could track «session» length or buildup under the rim to alert whoever has responsibility to clean it.

Kohler must have been straining to find appropriate lifestyle photos to include with the publicity materials. Many of the images are hilarious, featuring fit-looking men and women drinking water and staring off into space contemplatively — probably thinking about gas.

Continue Reading

Technologies

Who’s Up to Fight Mega-Corporations in the Outer Worlds 2 on Xbox Game Pass?

Save the universe by fighting one CEO at a time in The Outer Worlds 2, plus play other great games coming to Xbox Game Pass in October.

Space is the final frontier, and it’s packed with some devious mega-corporations who are out to make a buck in The Outer Worlds 2. Xbox Game Pass subscribers can fight them in the highly anticipated sequel starting on Oct. 29.

Xbox Game Pass offers hundreds of games you can play on your Xbox Series X, Xbox Series S, Xbox One, Amazon Fire TV, smart TV and PC or mobile device, with prices starting at $10 a month. While all Game Pass tiers offer you a library of games, Game Pass Ultimate ($30 a month) gives you access to the most games, as well as Day 1 games, like Hollow Knight: Silksong, added monthly.

Here are all the games subscribers can play on Game Pass soon. You can also check out other games the company added to the service in October, including Ninja Gaiden 4.

Don’t miss any of our unbiased tech content and lab-based reviews. Add CNET as a preferred Google source.

PowerWash Simulator 2

Game Pass Ultimate and PC Game Pass subscribers can start playing on Oct. 23.

If you’ve ever spent hours watching people on YouTube clean dirty rugs, cars and other grimy objects, you should check out PowerWash Simulator 2. As the name suggests, this sequel is all about blasting away dirt and filth from pools, homes and other objects around town. You have a furry kitty companion, and yes, you can pet them when you’ve finished cleaning.

Bounty Star

Game Pass Ultimate and PC Game Pass subscribers can start playing on Oct. 23.

The American Southwest has devolved into a lawless, post-apocalyptic desert called the Red Expanse in this game. You’re out to clean the place up in this game by taking down major bounties issued by the government, and the best way to do that is by piloting and customizing a giant mech, of course. When you want to nurse your wounds, head back to your run-down garage to rest, grow and cook food and raise animals. It’s like a cozy Armored Core game.

Super Fantasy Kingdom (game preview)

Game Pass Ultimate and PC Game Pass subscribers can start playing on Oct. 24.

After returning from a hunting trip, you find your 8-bit kingdom wrecked in this game. You must rebuild your domain in this roguelite, city builder. But as night falls, hordes of monsters emerge to tear everything back down. Build, mine, cook and grow your home, and prepare to defend it from all dangers.

Halls of Torment

Game Pass Ultimate, Game Pass Premium and PC Game Pass subscribers can start playing on Oct. 28.

Get ready to descend into the deadly Halls of Torment in this retro, horde survival game. You can choose between 11 playable characters, each with their own playstyle, and equip various items and abilities to survive waves of enemies. This game is like Vampire Survivors, so if you like that game give this one a shot.

The Outer Worlds 2

Game Pass Ultimate and PC Game Pass subscribers can start playing on Oct. 29.

Clear your calendar for this sequel to the award-winning sci-fi adventure, The Outer Worlds. This time, you’re an Earth Directorate agent investigating the cause of devastating rifts that could destroy humanity. You have a new ship, new crew, new enemies and mega-corporation goons standing between you and the answers. 

1000xResist

Game Pass Ultimate, Game Pass Premium and PC Game Pass subscribers can start playing on Nov. 4.

One thousand years in the future, humanity is hanging on by a thread after a disease spread by alien occupation forces people to live underground in this sci-fi adventure game. You play as Watcher, and you fulfill your duties well, until one day you make a shocking discovery. This game won a Peabody Award in 2024, and it was nominated for the Nebula Award for Best Game Writing that same year, so get ready for a story like no other.

Football Manager 26

Game Pass Ultimate and PC Game Pass subscribers can start playing on Oct. 29.

Get ready for a more immersive matchday experience in the latest installment of the Football Manager franchise. You can build a star-studded squad with new transfer tools, and this entry features official Premier League licenses and women’s football for the first time in the series’ history.

Game Pass subscribers can play the standard or Console edition of this game. 

Games leaving Game Pass on Oct. 31

While Microsoft is adding those games to Game Pass, it’s also removing three others from the service on Oct. 31. So you still have some time to finish your campaign and any side quests before you have to buy these games separately.

Jusant 
Metal Slug Tactics 
Return to Monkey Island

For more on Xbox, discover other games available on Game Pass now and check out our hands-on review of the gaming service. You can also learn about recent changes to the Game Pass service.

Continue Reading

Technologies

Does Charging Your Phone Overnight Damage the Battery? We Asked the Experts

Modern smartphones are protected against overcharging, but heat and use habits can still degrade your battery over time.

Plugging your phone in before you head to bed might seem like second nature. That way by the time  your alarms go off in the morning, your phone has a full charge and is ready to help you conquer your day. However, over time, your battery will start to degrade. So is keeping your phone plugged in overnight doing damage to the battery?

The short answer is no. Keeping your phone plugged in all the time won’t ruin your battery. Modern smartphones are built with smart charging systems that cut off or taper power once they’re full, preventing the kind of «overcharging damage» that was common in older devices. So if you’re leaving your iPhone or Android on the charger overnight, you can relax.

That said, «won’t ruin your battery» doesn’t mean it has no effect. Batteries naturally degrade with age and use, and how you charge plays a role in how fast that happens. Keeping a phone perpetually at 100% can add extra stress on the battery, especially when paired with heat, which is the real enemy of longevity. 

Understanding when this matters (and when it doesn’t) can help you make small changes to extend your phone’s lifespan.

Don’t miss any of our unbiased tech content and lab-based reviews. Add CNET as a preferred Google source.

The science behind battery wear

Battery health isn’t just about how many times you charge your phone. It’s about how it manages voltage, temperature and maintenance. Lithium-ion batteries age fastest when they’re exposed to extreme levels: 0% and 100%. 

Keeping them near full charge for long stretches puts additional voltage stress on the cathode and electrolyte. That’s why many devices use «trickle charging» or temporarily pause at 100%, topping up only when needed.

Still, the biggest threat isn’t overcharging — it’s heat. When your phone is plugged in and running demanding apps, it produces heat that accelerates chemical wear inside the battery. If you’re gaming, streaming or charging on a hot day, that extra warmth does far more harm than leaving the cable plugged in overnight.

Apple’s take

Apple’s battery guide describes lithium-ion batteries as «consumable components» that naturally lose capacity over time. To slow that decline, iPhones use Optimized Battery Charging, which learns your daily routine and pauses charging at about 80% until just before you typically unplug, reducing time spent at high voltage.

Apple also advises keeping devices between 0 to 35 degrees Celsius (32 to 95 degrees Fahrenheit) and removing certain cases while charging to improve heat dissipation. You can read more on Apple’s official battery support page.

What Samsung (and other Android makers) do

Samsung offers a similar feature called Battery Protect, found in One UI’s battery and device care settings. When enabled, it caps charging at 85%, which helps reduce stress during long charging sessions.

Other Android makers like Google, OnePlus and Xiaomi include comparable options — often called Adaptive Charging, Optimized Charging or Battery Care — that dynamically slow power delivery or limit charge based on your habits. These systems make it safe to leave your phone plugged in for extended periods without fear of overcharging.

When constant charging can hurt

Even with these safeguards, some conditions can accelerate battery wear. As mentioned before, the most common culprit is high temperature. Even for a short period of time, leaving your phone charging in direct sunlight, in a car or under a pillow can push temperatures into unsafe zones.

Heavy use while charging, like gaming or 4K video editing, can also cause temperature spikes that degrade the battery faster. And cheap, uncertified cables or adapters may deliver unstable current that stresses cells. If your battery is already several years old, it’s naturally more sensitive to this kind of strain.

How to charge smarter

You don’t need to overhaul your habits but a few tweaks can help your battery age gracefully. 

Start by turning on your phone’s built-in optimization tools: Optimized Battery Charging on iPhones, Battery Protect on Samsung devices and Adaptive Charging on Google Pixels. These systems learn your routine and adjust charging speed so your phone isn’t sitting at 100% all night.

Keep your phone cool while charging. According to Apple, phone batteries perform best between 62 and 72 degrees Fahrenheit (16 to 22 degrees Celsius). If your phone feels hot, remove its case or move it to a better-ventilated or shaded spot. Avoid tossing it under a pillow or too close to other electronics, like your laptop, and skip wireless chargers that trap heat overnight.

Use quality chargers and cables from your phone’s manufacturer or trusted brands. Those cheap «fast-charge» kits you find online often deliver inconsistent current, which can cause long-term issues.

Finally, don’t obsess over topping off. It’s perfectly fine to plug in your phone during the day for short bursts. Lithium-ion batteries actually prefer frequent, shallow charges rather than deep, full cycles. You don’t need to keep it between 20% and 80% all the time, but just avoid extremes when possible.

The bottom line

Keeping your phone plugged in overnight or on your desk all day won’t destroy its battery. That’s a leftover myth from a different era of tech. Modern phones are smart enough to protect themselves, and features like Optimized Battery Charging or Battery Protect do most of the heavy lifting for you.

Still, no battery lasts forever. The best way to slow the inevitable is to manage heat, use quality chargers and let your phone’s software do its job. Think of it less as «babying» your battery and more as charging with intention. A few mindful habits today can keep your phone running strong for years.

Continue Reading

Trending

Exit mobile version