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Verizon Business Assistant Terms & Conditions

Verizon Business Assistant, together with its related applications ("Service" or "Business Assistant"), is a business messaging solution that allows customers to leverage artificial intelligence ("AI") to interpret certain questions from end users and create responses on customers' behalf. The customer will upload a list of common questions and answers to those questions so that the Service can respond to customer inquiries. The Service will automatically evaluate end user inquiries to determine if it corresponds to a question the customer has previously provided, and if so it will respond to the end user with an appropriate answer from a pre-defined list of answers or one generated by the AI via SMS text on the customer's behalf. If the Service determines that the end user's inquiry does not correspond to a question uploaded by the customer, it will forward that question to a group of human agents the customer has designated and will relay the agent’s response to the end user. Before you start using the Service, we want you to know some important things.

This Addendum modifies the contract (the "Agreement") between you as our Customer ("You") and Verizon Wireless ("VZW", "We" or "Us") under which you purchase cellular service. It sets forth the terms and conditions under which You agree to use and We agree to provide the Service. By using the Service, You accept these Terms and Conditions, which may be modified by Us from time to time. By continuing to use the Service after We have notified You of changes, You agree to accept those changes.

    1. Customer Agreement

    Your use of the Service is subject to all of the terms in your Agreement, whether the Service is paid for by a business customer or by an end user.

    2. Term.

    Notwithstanding any provisions to the contrary regarding service or term commitments in any other part of this Agreement, the following provision governs the use of the Service. When Business Assistant is activated, service for each line will be on a month-to-month basis You may terminate the Service for any line upon thirty (30) days prior written notice, without penalty.

    3. How the Service Works.

    The Service allows your customers ("End Users") to message your business using SMS and receive answers to their inquiries that may be automated. When an End User messages your business, the Service processes that message using an AI system that will determine if the question corresponds to a question in its database. If it does, the Service will respond with an answer either from a list of answers you defined or one generated by the AI, and then ask if there is anything else it can help with. If the AI determines that the question does correspond to a question in its database, it will route the message to one of the employees that You designate to receive the inquiry ("Live Agent"). In the case of multiple Live Agents, the first Live Agent to respond "claims" the inquiry and no other Live Agents can respond. The Live Agent can respond to the End User’s inquiry, which is routed through the Service back to the End User. After the conversation concludes, your designated customer representative will be asked by the Service whether the response should be added to the database, so that similar inquiries will be automatically answered in the future.

    For the Service to work, You will need to complete the following:

    1. You must first add or select a phone number on your company's profile to which You wish to add the Business Assistant feature. This will be the number that end users will text their questions into ("Lead Number"). Once selected, the Lead Number will no longer be able to be used for regular voice and messaging capabilities. If a call is placed to the Lead Number, the call is automatically forwarded to another number that You designate.
    2. You will need to upload a list of common questions and answers to those questions so that the AI service can begin to automatically respond to customer inquiries.
    3. You will need to select at least one line on your Verizon Wireless account that will be designated a Live Agent.
    4. You will need to submit the contact information for the individual(s) who will have access to the management dashboard for the Service.

    4. Business Assistant Features.

    Management Dashboard.

    The management dashboard for the Service will allow You to effectively manage the Service, improve outcomes, and tailor the Service to your needs.

    The management dashboard will provide You with the ability to:

    1. Manage the Question and Answer pairs that will be used to generate responses that are automatically provided to End Users that submit questions.
    2. View important information about how many questions have been received and responded to by the Service, what types of topics the End Users are asking about, and other reporting that will be helpful to your business.
    3. Add/remove Live Agents and their associated mobile numbers, as well as provide statistics for each of your Live Agents, such as number of inquiries responded to, average response times, etc.
    4. Set administrative rights for your Live Agents.
    5. Set working hours, outside of which questions that cannot be automatically answered do not get pushed to a Live Agent. Outside of working hours, the Service will respond to the End User that a response to the inquiry will be delayed.
    6. Set default configurations for various Service options.
    7. Get automated support for answers to questions about how to use the service.
    8. Present test questions to the Service to ensure answers provided are accurate and appropriate.

    5. Charges.

    For each Business Assistant Lead Number activated, Verizon will charge a monthly fee (Monthly Recurring Fee) for the Service. In addition, text messages sent to or from the agents that You specify will incur message charges as determined by the plan associated with their line.

    6. Privacy.

    We may use information about your use of the Service in accordance with the Verizon Privacy Policy.

    7. Third Party Products.

    1. General. You authorize us to share information with third parties that is necessary for this Service to operate. Some information from those third party products or applications may be provided to you ("Third Party Information") and any such Third Party Information will then be covered by our Privacy Policy.
    2. Disclaimer. With respect to all third party products and applications, You agree that You are solely responsible and liable for your use of such products and applications.
    3. Third Party Terms. Your use of the Service is governed by the terms of this Agreement, as well as the end user license agreement terms located at https://files.verizon-staging.api.onereach.ai/public/39cf3a4b-56b2-47a0-b553-04345d8128a2/EULA/vzw-eula.html which are incorporated by reference. Your acceptance of terms and conditions of the end user license agreement are a prerequisite to the installation or use of the Service.

    8. Service Limitations.

    As with all AI techniques, the AI aspect of the Business Assistant uses probabilistic techniques and may not always be accurate. You understand and agree that we are not responsible for inaccurate determinations made by the AI system, including but not limited to answers generated by the AI system. The AI System may sometimes provide inaccurate or offensive content. Use discretion when relying on AI generated content. The AI System uses Retrieval Augmented Generation (RAG) to provide information to answer customer inquiries and does not pool any generic or general information from other sources. Do not use generated answers to provide medical, legal, financial, or other professional advice.

    9. Important Service Disclosures.

    YOU ACKNOWLEDGE AND AGREE THAT THE SERVICE IS IMPLEMENTED WITHOUT SPECIFIC CONTROLS THAT MAY GENERALLY BE REQUIRED OR CUSTOMARY FOR CUSTOMERS IN ANY PARTICULAR INDUSTRY AND ARE NOT DESIGNED TO SATISFY ANY SPECIFIC LEGAL OBLIGATIONS. YOU ARE SOLELY RESPONSIBLE FOR DETERMINING THAT THE SERVICE SATISFIES ANY LEGAL, REGULATORY OR CONTRACTUAL OBLIGATIONS YOU MAY HAVE. YOU AGREE TO USE THE SERVICE IN ACCORDANCE WITH ALL APPLICABLE LAWS AND NOT TO USE THE SERVICE IN ANY MANNER THAT MAY IMPOSE LEGAL, REGULATORY OR CONTRACTUAL OBLIGATIONS ON US, OTHER THAN THOSE WITH WHICH WE HAVE EXPRESSLY AGREED TO COMPLY IN THIS AGREEMENT.

    10. Software.

    In connection with the Service, we will provide software that is owned by us, our affiliates or third-party licensors ("Software"). We may update the Software from time to time and your failure to install any update may affect your Service and/or use of the Software. You may use the Software only as part of, or for use with, the Service as authorized in this Agreement.

    We grant You a limited, non-exclusive, non-transferable license to use the Service and the Software solely as authorized in this Agreement. All rights regarding use of the Service and Software not expressly granted in this Agreement are reserved by us and/or any third-party licensors.

    You may not adapt, alter, modify, reverse engineer, de-compile, disassemble, translate, attempt to derive source code from or create derivative works of the Service or Software, or otherwise tamper with or modify any security features or other Service components for any reason (or allow or help anyone else to do so). You also agree to follow all rules and policies applicable to the Service, including the installation of required or automated updates, modifications and/or reinstallations of Software.

    11. Disclaimer of Warranty.

    THE SERVICE, THIRD PARTY PRODUCTS AND SOFTWARE ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES, EXPRESS OR IMPLIED, OF ANY KIND BY EITHER US, OUR AFFILIATES, OFFICERS, EMPLOYEES, LICENSORS, CONTRACTORS, AND AGENTS (TOGETHER, THE "VERIZON PARTIES"), INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF TITLE, NON-INFRINGEMENT OR IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THE VERIZON PARTIES AND ANY THIRD PARTIES WILL NOT BE LIABLE TO YOU OR ANYONE ELSE FOR ANY LOSSES OR DAMAGES OF ANY KIND OR ANY SECURITY ISSUES THAT MAY RESULT FROM YOUR USE OF THE SERVICE. NO ADVICE OR INFORMATION GIVEN BY THE VERIZON PARTIES SHALL CREATE ANY WARRANTY HEREUNDER.

Updated: January 2025