Verizon Says AI Will Replace Large Share of Customer Service Work to Lift Performance
Updated
Updated · Bloomberg · Jun 4
Verizon Says AI Will Replace Large Share of Customer Service Work to Lift Performance
2 articles · Updated · Bloomberg · Jun 4
Summary
Dan Schulman said Verizon expects AI to take over a large percentage of customer service work, signaling disruption in some job functions at the carrier.
At Bloomberg Tech in San Francisco, Schulman said the push is aimed at improving financial performance and customer satisfaction by automating routine requests.
Easy tasks such as password recovery and billing inquiries are the clearest targets, while more complex cases would still be handled by human employees working with AI agents.
The comments show Verizon betting that AI can cut service costs and speed responses without fully removing people from higher-touch customer interactions.