Many telcos are applying or investigating use of Generative AI to improve customer chatbots, but Verizon has gone a step further than some, by developing a package for its smaller enterprise customers. The premise is that it will enable SMEs to deploy more advanced messaging systems capable of responding to common customer queries, while also combining more effectively with human operatives in call centers. Telcos big and small have been deploying such chatbot text messaging systems to support their own immediate subscribers with mixed results, sometimes suffering from actual loss of customer approval and even increased churn. This is largely caused by consumers becoming trapped in a communications wormhole when their query is not within the system’s command, and yet…