VERIZON CEO: AI TO REPLACE LARGE SHARE OF CUSTOMER SERVICE JOBS

Schulman outlined AI's role in streamlining operations, saying the technology is equipped to manage routine requests like billing inquiries. The CEO also acknowledged limitations, noting that many customer issues will require collaboration between AI agents and human representatives. Verizon's push aligns with broader industry trends as telecom and tech companies invest heavily in AI automation. The shift aims to reduce operational costs while maintaining service quality. The deployment strategy suggests a hybrid model rather than full replacement. Human agents would focus on complex issues requiring judgment and empathy, while AI handles high-volume, repetitive tasks. Verizon has not disclosed specific timelines or workforce reduction targets. The company employs thousands of customer service representatives across its operations.