Overview

• Verizon’s Project 624 integrates Google’s Gemini to automate routine support and route complex issues to human agents, according to recent coverage.
• Customers report impersonal interactions and being bounced between multiple bots, with one Reddit user alleging they had to call from a non‑Verizon number to reach a person.
• Employee accounts cited in tech media say some tasks that once took about five minutes now take roughly 30 minutes under the new system.
• Verizon has promoted the initiative as personalized service using Google Cloud AI and says live agent and chat support are now available 24/7, but reports note no clear remediation plan for current complaints.
• The Street highlights that Verizon lost about 51,000 postpaid phone customers in Q2 as bills rose and loyalty discounts changed, and coverage warns the AI issues could accelerate churn amid intensifying competition.