is Verizon lying? re: AI versus their human customer service agents

2,129 Views | 27 Replies | Last: 2 days ago by BigRobSA
Logos Stick
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11:04a, 6/7/26
I also found it funny they used "basis points". What goofball chose to report it that way? Perhaps AI?! LOL. For those that don't do basis points, that means 12.8% higher.

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samurai_science
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11:08a, 6/7/26
Against an Indian call center? I believe it....
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BigRobSA
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11:08a, 6/7/26
Ah, one of my old employers.

Yes, they're lying.
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BigRobSA
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In reply to samurai_science • 11:09a, 6/7/26
samurai_science said:
Against an Indian call center? I believe it....


They had Filipino ones.
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rab79
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11:10a, 6/7/26
AG
Does AI answer in under 12 rings and then not put you on elevator music for 20 minutes?

Then yes.
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Phatbob
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11:11a, 6/7/26
AG
I guarantee you it was more intelligible
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JB99
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In reply to rab79 • 11:11a, 6/7/26
AG
rab79 said:
Does AI answer in under 12 rings and then not put you on elevator music for 20 minutes?

Then yes.


Yeah. Low bar
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Logos Stick
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In reply to rab79 • 11:12a, 6/7/26
rab79 said:
Does AI answer in under 12 rings and then not put you on elevator music for 20 minutes?

Then yes.


Ok, when you put it that way...
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bobbranco
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In reply to BigRobSA • 11:13a, 6/7/26
AG
BigRobSA said:
samurai_science said:
Against an Indian call center? I believe it....


They had Filipino ones.


My standard reply to this condition is "Speak English now or I hang up!"

And yes, the next words result in "Click".
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No Spin Ag
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In reply to BigRobSA • 11:27a, 6/7/26
BigRobSA said:
samurai_science said:
Against an Indian call center? I believe it....


They had Filipino ones.


Every company has Filipino ones, and honestly, when it comes to being frustrated, Indians and the Pinays each score 1,000,000% on the NSA scale.

Every. Single. Time.
There are in fact two things, science and opinion; the former begets knowledge, the later ignorance. Hippocrates
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BigRobSA
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In reply to No Spin Ag • 11:44a, 6/7/26
No Spin Ag said:
BigRobSA said:
samurai_science said:
Against an Indian call center? I believe it....


They had Filipino ones.


Every company has Filipino ones, and honestly, when it comes to being frustrated, Indians and the Pinays each score 1,000,000% on the NSA scale.

Every. Single. Time.


Always laugh when they announce as "Steve" or "Jeff".
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No Spin Ag
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In reply to BigRobSA • 12:01p, 6/7/26
BigRobSA said:
No Spin Ag said:
BigRobSA said:
samurai_science said:
Against an Indian call center? I believe it....


They had Filipino ones.


Every company has Filipino ones, and honestly, when it comes to being frustrated, Indians and the Pinays each score 1,000,000% on the NSA scale.

Every. Single. Time.


Always laugh when they announce as "Steve" or "Jeff".


Right?!

Like, beech, please. You aren't fooling anyone.
There are in fact two things, science and opinion; the former begets knowledge, the later ignorance. Hippocrates
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YouBet
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12:03p, 6/7/26
AG
I've had one experience with an AI agent and that was Starlink. Very convincing until you notice the pauses.

Still better than Steve or Lisa from India.
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BigRobSA
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12:08p, 6/7/26
"Let me pull up your account information "
<Fake keyboard sounds>
"There we are...I see your information, now. Can you verify your birthdate for me and the last 4 of your social?"
<More fake keyboard sounds>
"I've got you verified, now....what can I help you with?"
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pfo
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12:37p, 6/7/26
AG
Good Lord I just got through with Citi Card's "customer service" and after an hour I just canceled my credit card with them. First the automated system which is a joke and then the Indian/Philipino person you can't understand. It was frustrating and maddening. An AI Agentic Agent surly couldn't be worse.
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doubledog
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In reply to Logos Stick • 1:17p, 6/7/26
Logos Stick said:
I also found it funny they used "basis points". What goofball chose to report it that way? Perhaps AI?! LOL. For those that don't do basis points, that means 12.8% higher.


Verizon defines the basis points, so no they are not lying, they are gaming the results.
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Kenneth_2003
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2:45p, 6/7/26
AG
Two days ago "Cindy" with Enterprise extended my rental. It's under my personal member number but billed to my employer, Web site forced me to call a 1-800... Frustrating, but it got done

Yesterday I was working on expenses in Concur (goodness, IYKYK)... Hotels showing up in the wrong city; it said Best Western Calgary but I didn't stay in a hotel in Calgary. I did in Dawson Creek, and currently in one in Three Hills... Marriot in Grand Prairie, and an Indy in Olds... Concur shows USD & CAD, receipts in CAD, and she can only see USD. Anyway... I can hear her kids in the background. Just a peeve of mine with ALL WFH... I don't want to hear your kids while I'm trying to work.

I'm generally not a computer/robo assistant fan, but AI just might me the winner here

Ultimately the call centers are graded on perseverance is resolution. So if you have a really strange it non-standard issue that legitimately needs to run up the chain they are always very reluctant to make that transfer.
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mode67ag
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5:06p, 6/7/26
AG
Has actual human-to-human service existed in the last 20 years?

Is this "human service?" The customer:
  • has to wait through interminable rings and/or time on hold
  • endure irrelevant announcements and a menu of ambiguities
  • wait again to talk to a barely intelligible person
  • who only repeats stock scripted responses ad nauseam
  • but has no real knowledge of the product?
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Kenneth_2003
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In reply to mode67ag • 5:11p, 6/7/26
AG
Yeah, it's there... But you're right it's horribly expensive. The computer menus and voice recognition that either read your balance, your last payment received, your next bill date, and how to get to their website is free.

The next level of complexity is the call center with a script.

Those two likely filter 99% or more of their calls. Especially the deadbeats that can't pay, have massive deposit requirements, lose their debit card every three weeks (often just to escape a payment plan they "can't cancel" because they didn't read the contract), and generally have sub-500 credit.

Unfortunately for everyone on this thread, that's very likely not the group we're in. We NEED the in office, full time, employee that knows the system with all of its complexities because that's where our issue lies.
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infinity ag
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6:11p, 6/7/26
Ah goodie. Another bash CEO thread.
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Decay
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6:15p, 6/7/26
AG
Isn't 1280 basis points... 12.8%
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infinity ag
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In reply to Decay • 6:17p, 6/7/26
Decay said:
Isn't 1280 basis points... 12.8%


No CEO can pull a fast one on Decay
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Decay
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7:32p, 6/7/26
AG
I was ready for someone to correct me that it was 128% or 1.28% so frankly a lot of people can pull many things at all sorts of speeds past me
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IIIHorn
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In reply to doubledog • 11:25a, 6/8/26
doubledog said:
Logos Stick said:
I also found it funny they used "basis points". What goofball chose to report it that way? Perhaps AI?! LOL. For those that don't do basis points, that means 12.8% higher.


Verizon defines the basis points, so no they are not lying, they are gaming the results.


So, the correct term would be "baseless points"?


( ...voice punctuated with a clap of distant thunder... )
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The Collective
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11:39a, 6/8/26
AG
I imagine AT&T will have even better results compared to the humans. I'm not sure any breathing human being can run through their processes with success. Bring on our robot overlords to work through that process.
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javajaws
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In reply to infinity ag • 11:47a, 6/8/26
AG
infinity ag said:
Ah goodie. Another bash CEO thread.

Are we bashing them for using foreign call centers or for using AI to replace them?
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The Ex Officio Director
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3:17p, 6/8/26
Rather talk to an AI, than some towel head who can not pronouns the last name Smith.
There is only one constant, one universal, it is the only real truth: causality. Action. Reaction. Cause and effect.
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BigRobSA
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In reply to The Ex Officio Director • 3:42p, 6/8/26
The Ex Officio Director said:
Rather talk to an AI, than some towel head who can not pronouns the last name Smith.


It's "pronounce"

Achmed
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