Why Verizon Staff Are Not Loving the Company's New AI Tools

The post Why Verizon Staff Are Not Loving the Company's New AI Tools appeared first on Android Headlines.

May 16, 2025 - 17:22

AI is meant to make our lives easier. Need to do research and have a comprehensive topic explained to you like you’re five? Done in seconds. However, sometimes AI might be too clever for its own good. Such is the case with the AI tools Verizon is rolling out to its employees, where representatives are downright hating on it.

Verizon’s AI tools are getting backlash

If you think this is a case of employees worried about AI replacing them, it’s not. According to this Reddit post, Verizon representatives are taking the carrier to task for the new AI tools it has implemented.

In particular, the Verizon employees are bashing AI tools called Personal Shopper and Problem Solver, which, ironically enough, are doing anything but solving problems. The goal of these tools is to help analyze the customer’s profile the rep is dealing with. It will then provide tailored help specific to the customer’s problem and situation.

However, the AI is overly eager. Instead of doing what it’s supposed to do, it keeps adding perks and extras that employees need to remove manually. According to one employee, “I’m indirect and tried to place an order for an iPad yesterday, something that normally would take me like 5 minutes ended up being like 30 because I’m constantly fighting personal shopper wanting to add perks.”

So, why don’t reps just avoid using these AI tools? According to one comment, it is suggested that using the app is a new metric to measure performance. This means that, like it or not, Verizon reps have to use it.

Verizon’s T-Life

If this mess sounds familiar, it is because Verizon is not alone in trying to force apps down the throats of its employees and customers. T-Mobile’s infamous T-Life app has also made the jobs of its employees extremely difficult. We’ve heard reports of how T-Mobile’s higher management is forcing employees to use T-Life.

If customers refuse, employees are expected to write up reports on why the customer does not want to use it.

On paper, these apps and AI tools make sense. They’re supposed to create a more efficient and smarter system. However, so far, they have only created more work for employees. It is also taking longer to accomplish tasks that would have otherwise taken minutes.

The post Why Verizon Staff Are Not Loving the Company's New AI Tools appeared first on Android Headlines.