At the Bloomberg Tech conference in San Francisco on June 4, Verizon CEO Dan Schulman said AI would likely take over “a large percentage” of the telecom company’s customer service work.

He said AI would handle routine issues such as password recovery and billing questions, while employees and AI agents would work together on more complex requests.

Schulman said the shift would disrupt some roles as Verizon tried to improve financial performance and customer satisfaction.

The company previously said it would reduce its workforce by more than 13,000 employees and set up a US$20 million reskilling and career transition fund for departing staff, focused on skills for the AI era.

The comments came as Verizon’s performance improved.

The company reported 55,000 first-quarter postpaid phone net additions, its first positive first quarter for that measure since 2013, after years of sluggish growth and price increases that strained customer relationships.

🔗 Source: Bloomberg

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