Key facts
- Verizon is replacing human customer service personnel with AI chatbots for live chat.
- Customers report that the AI's responses are low-quality and similar to ChatGPT.
- The AI's performance is negatively impacting customer experience and Verizon's reputation.
Verizon is replacing human customer service personnel with AI chatbots for its live chat department. Customers have reported that the AI's responses are of low quality and are comparable to those generated by ChatGPT. This shift is reportedly tarnishing the company's reputation and negatively impacting the customer experience for millions. The article suggests that Verizon should ensure its AI models are properly trained before completely replacing human agents in its live chat service.