A Verizon initiative meant to help customers is now making them angry.

Verizon launched Project 624 in late June, focusing on improvements to customer support, with AI playing a key role. However, many customers feel the service is falling short of expectations.

The goal of Project 624 was to provide quick solutions and always-available support. Verizon initially stated that while AI would be used, complex issues needing human understanding would be handled by live agents. But subscribers report primarily interacting with AI, and the experiences have been largely negative.

Customers say the initial support level is poor and staff are deceptive.

Verizon's customer service uses Google's Gemini AI and the company planned to develop specialized language models for customer issues, claiming over 90% accuracy.

However, customers report difficulty reaching human representatives and that AI bots are unable to resolve their issues. Users say they are repeatedly transferred between bots and, when they do reach a person, the support staff often lack the knowledge to help.

One customer reported being passed between 11 different bots, with their issue remaining unresolved.

Compounding the frustration with poor customer service, Verizon has been consistently raising prices for many services, leading customers to feel they are paying more for a worse experience.

One customer complained that their bill is increasing while support is being handled by robots instead of people.

Verizon has been losing customers, and although the company has said that Project 624 was not created in response to this trend, sticking to its original vision, rather than relying too heavily on AI, could prevent further customer attrition.

While AT&T, T-Mobile, and Verizon all claim to have the best network, customers prioritize overall value over slight differences in service quality. Excellent customer service could be a differentiator, but Verizon appears to be struggling.

We have contacted Verizon for comment and will update the article if we receive a response.

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