Verizon is trying to streamline its customer service experience by overhauling it with more chatbots and AI tools. Dory Butler, senior vice president of customer experience at Verizon, told The Verge that the Verizon AI assistant will transfer customers to a human agent either upon request or if it’s unable to handle the enquiry it’s been given. Butler says the company had “worked very closely with Google” to prevent the Verizon AI agent from hallucinating by creating small language models that are personalized to Verizon services and customers. The goal is for customers to contact Verizon once, and for the champion to then provide updates via the My Verizon app, text messages, or call backs. Verizon is also expanding the operating hours of its live customer service agents and introducing 24/7 live chat support that can cater to “diverse customer schedules and preferences.”