Client: Verizon

Agency: R/GA, Verizon in-house

Role: Senior Content Strategist

For two decades, customers have consistently ranked Verizon highest in network quality. But they found the Verizon customer chatbot…not quite so rewarding. Verizon looked to offer a new digital assistant that would make every customer conversation friendlier, more relatable and more helpful. 



Working with R/GA and then directly with Verizon, I I helped define the personality attributes and writing voice of the Verizon Assistant. I developed linguistic guidelines, led writing workshops and consulted on an interactive compliance tool to deliver conversational writing at scale. The linguistic guidelines helped Verizon teams build conversation flows for dozens of customer intents and use cases. 



Built on Google’s Contact Center Artificial Intelligence platform. the Verizon Assistant delivers faster response times, natural language recognition, and predictive insights that allow the Assistant to offer proactive help.

Thoughtful conversational design makes each step clear, and smart widgets make details easily scannable. We synthesized a Verizon Assistant voice that’s easier to understand and more supportive, with just the right tone for each task.



Customers now resolve more of their issues within a chatbot visit—without needing additional help. The Verizon Assistant has been adopted across all Verizon touchpoints—including desktop site and mobile apps, retail kiosks, home devices, product instructions and Alexa skills.

Product Development Managers: Andy Dubrov, Kevin Kwan, Priyanka Panigrahi

Principal Experience Designer: Caroline Brown

Senior Experience Designer: Alonso Castro

Senior Manager, Content Strategy: Kristen Ames