Text Support: Verizon launches AI text assistant to help small businesses automate customer service

Verizon is expanding its small business offerings with a new AI-powered text messaging solution designed to automate customer interactions. The Verizon Business Assistant uses generative AI to provide instant responses to common customer inquiries, continuously learn from interactions, and seamlessly escalate complex questions to human representatives when needed. This development represents the telecom industry’s growing integration of AI into customer service operations, as carriers seek to provide small businesses with accessible tools to improve efficiency and customer engagement.

The big picture: Verizon’s new Business Assistant targets small businesses looking to leverage AI for customer service automation while addressing the challenge of limited access to tailored AI tools.

• The text messaging solution automatically responds to frequently asked questions, allowing business owners to focus on more complex responsibilities.
• Small business owners receive an insights dashboard that tracks customer trends and engagement patterns, providing valuable data to inform business decisions.

How it works: The AI assistant responds instantly to common customer inquiries via text message and intelligently routes more nuanced questions to staff.

• When customers text simple questions—like asking a bakery about gluten-free options—the AI immediately provides answers without human intervention.
• The system automatically escalates complex conversations that require human judgment to live employees.
• According to Verizon, the assistant continuously improves by learning from previous interactions, enhancing response accuracy over time.

What they’re saying: “Small business owners are constantly juggling multiple responsibilities and want to use technology to improve operations and better connect with their customers,” said Iris Meijer, chief product & marketing officer at Verizon Business.

• Meijer emphasized that “access to AI tools tailored for small businesses can be a challenge, which is where we want to help.”

Industry context: Verizon’s move aligns with broader telecommunications industry efforts to integrate AI into customer service operations.

• T-Mobile US partnered with OpenAI last September to develop IntentCX, an AI platform that automates service tasks and proactively addresses customer issues.
• International carriers like Orange and Telstra have similarly invested in AI solutions, with Orange partnering with Meta and OpenAI for African language translation and Telstra deploying tools like AskTelstra.

Verizon’s AI portfolio: The Business Assistant joins Verizon’s expanding suite of AI-powered solutions.

• The company unveiled human-assisted generative AI tools in May 2024.
• Verizon also offers a Contact Center AI Platform as part of its enterprise solutions.