Announced last month, Project 624 is an AI-fueled customer service overhaul that aims to improve how queries are handled. Postpaid customers are usually the first in line when it comes to innovations, but Verizon has announced that its prepaid Verizon Value brands are very much a part of the transformation.
They aren't just being fed crumbs. The company has designed a customer experience for its price-conscious customers from the ground up.
Help will now be available 24/7 in the form of AI support tools to make sure you aren't kept waiting around to solve problems such as activation, PIN resets, and device troubleshooting.
Verizon has also built an AI-powered shopping assistant for Total Wireless to help make the phone upgrade process seamless.
The company is also introducing a new agent training model called "ValU" to provide brand-specialized support to customers. The company hopes that this will help it address the bulk of issues on the first call, negating the need for customers to reach out again.
Human agents haven't been left out of the equation, with Verizon providing them with new diagnostics and troubleshooting tools to help them better serve customers.
What do you think of Verizon's approach to integrating AI into customer service?
I am on board.
0%
It's fine if they stick to their vision.
25%
I don't trust AI agents.
75%
At Verizon Value, our goal is when customers reach out once, they get what they need, quickly and easily. That’s why we’re using smart automation to handle the simple queries 24/7.
When something gets more complex or needs a human touch, one of our trained customer agents steps in. Through our new “ValU” customer agent training, agents focus on a single brand, so they know it inside and out and can help customers faster and more personally.
–Tanya Johnson, VP Global Customer Channels at Verizon Value, August 2025
Verizon Value's VP of Global Customer Channels, Tanya Johnson, tells us that the company has designed the mix thoughtfully as the goal is to ensure that customers get what they need quickly and easily when they reach out. Customer representatives will jump in when human assistance might be appropriate or when a question is beyond the realm of an AI chatbot.
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Early customer feedback has been positive, especially around reduced wait times and the ease of resolving common issues.
–Tanya Johnson, VP Global Customer Channels at Verizon Value, August 2025
The company says that customers are pleased with the changes, especially in instances where they speed things up.
While it's still early to reach definite conclusions, this new approach by Verizon is a thoughtful integration of AI. Despite the negative connotations AI can have in customer service, the focus on faster resolutions for users is a step in the right direction.
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Anam Hamid is a computer scientist turned tech journalist who has a keen interest in the tech world, with a particular focus on smartphones and tablets. She has previously written for Android Headlines and has also been a ghostwriter for several tech and car publications. Anam is not a tech hoarder and believes in using her gadgets for as long as possible. She is concerned about smartphone addiction and its impact on future generations, but she also appreciates the convenience that phones have brought into our lives. Anam is excited about technological advancements like folding screens and under-display sensors, and she often wonders about the future of technology. She values the overall experience of a device more than its individual specs and admires companies that deliver durable, high-quality products. In her free time, Anam enjoys reading, scrolling through Reddit and Instagram, and occasionally refreshing her programming skills through tutorials.
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