Feedback on Customer Experience

[ptindle1]

I wanted to give some feedback on my customer service experience yesterday, and I'm not sure where the best place to leave it is.

I had been considering switching carriers because of an issue I had but wanted to check with Verizon first to see if they could resolve it. So I started a chat on the website, but the AI bot in the chat wouldn't put me through to a person but instead gave me a number to call. So I called and the AI agent on the phone asked a bunch of the same questions, couldn't help and didn't understand, and after 6 or 7 minutes of back and forth told me to check my text and hung up. So I checked the text from Verizon and the text sent me back to the website chat I had just been to, and I had the exact same interaction as I had started with back and forth with the AI chatbot on the website. Again the chatbot on the website told me to call the same number, although this time it did also give the option to talk to a person. When I clicked that option it brought me to an iMessage chat, but even then it was still an AI bot asking the same questions for a 4th time, the AI couldn't help, and it said it could get me a person but didn't. So finally I called the number again and just kept telling it to let me talk to a person. All in all I got juggled between 5 AI chatbots over the course of 30 minutes before finally connecting with a live representative. Honestly I was about ready to give up and just call T-Mobile after that.

Fortunately for Verizon, once I got connected with Victoria over the phone she did a great job understanding the issue, asking relevant questions, and ultimately resolving the problem. So shoutout to Victoria and I hope Verizon can figure out how to make the AI agents less intrusive and hard to work with since the experience with the chatbots is soo bad and the experience with real people is so good.

[Kh_Femi · Accepted solution]

Hi ptindle1,

Thank you for taking the time to share your experience! We've passed your feedback along to the rest of the team.

It's great to hear that Victoria not only helped with your upgrade but also brightened your day. Don't hesitate to reach back out if you need further assistance. 

[SynthpopAddict]

I've found typing "live agent" when using live chat via My Verizon gets me past the AI bot right away...unless that's now been changed?  In other experiences with AI bots elsewhere, if you keep telling the bot you still have a question or answer "no" if it asks whether the answer was helpful and keep on saying you need more help, eventually you will get sent to a real person, but yes, it can definitely be a brute force trial and error thing.