Verizon's AI and Commission-Driven Customer Service Failures
Even as a long-term Verizon customer of over two decades, I'm far from satisfied with the carrier. CEO Dan Schulman's implementation of AI for customer service calls has created an incredible mess, exemplified by my son's recent experience.
A Simple Request, a Costly Mistake
My son opened a Verizon account over a month ago and immediately requested a line with the Verizon Simplicity plan. However, the Verizon representative, seemingly prioritizing commission over customer needs, signed him up for the Unlimited Ultimate plan at a significantly higher monthly price. This highlights a concerning trend: phone representatives often prioritize their own financial gain over providing accurate service.
Between my son and I, we made six calls to Verizon attempting to rectify the situation and ensure his plan was correctly listed as Verizon Simplicity. Despite repeated promises from representatives, his bill continues to reflect the Unlimited Ultimate plan with its $100 monthly cost.
The Absurdity of AI Customer Service
Verizon CEO Dan Schulman's enthusiasm for using AI to handle customer calls has led to bizarre interactions. During one call, the AI attempted to mimic a live customer service representative, even pausing at appropriate intervals. When I jokingly stated, "Santa Claus fell through my chimney and broke my toe," the AI responded, "Verizon can fix that issue." After finally being transferred to a live representative, I was met with repeated assurances of "No worries," followed by a rushed attempt to convince my son to switch to the Unlimited Ultimate plan.
A Theory of Commission and Neglect
My theory is that the representative intentionally altered my son's plan to the more expensive Unlimited Ultimate to earn a higher commission, hoping he wouldn't notice the change immediately. When my son did notice and contacted Verizon, the subsequent promises of correction proved false. It's possible that the representatives were unable or unwilling to make the proper changes, potentially due to internal pressures or incentives.