Verizon is looking to use more AI technology in its operations, particularly in customer service, to meet growing internet demands, Bloomberg reported.
Verizon Consumer CEO Sowmyanarayan Sampath told Bloomberg on Monday that demand for AI-powered tools will revitalize its business in the next five years after dwindling customers for its wireless services hit its financials.
(Photo : Gabriel Buoys/AFP via Getty Images)
So far, Verizon has partnered with Google to deploy 40,000 agents nationwide to help its customer service operations transition into what Sampath called as "next growth machine for us."
The decision to tap into AI came nearly a year after the internet service provider laid off more than 6,000 employees in its customer service division to "restructure" and "streamline" operations.
Also Read: Verizon's Looming Layoffs Will Affect Customer Service Employees
Verizon Poses to Regain Lost Customers, Revenue
The move towards more AI-centered operations follows after CEO Hans Vestberg hinted at plans to further boost sales of its wireless services in an effort to regain lost customers and revenues.
It can be remembered that aside from positive growth in its wireless service subscribers, Verizon reported a 3.6% decline in total revenues and lost more than 263,000 mobile customers in its postpaid services.
A huge contributor pointed to the mounting customer loss was issues with its customer service, a problem that was already well known even before the 6,000 workers left the company.
The advent in AI into its customer service operations is expected to improve user experiences and even encourage previous subscribers back into the company.
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AI Integration on Verizon Will Provide Personalized Subscription Plans
One of the main points Vestberg looked forward to in the deployment of AI into the company's operations is its potential to provide personalized recommendations for add-on perks for its wireless service plans.
This comes after Verizon introduced new subscription plans for both wireless and mobile data services following the Federal Communication Commission's passing of the revamped Net Neutrality rule.
Among its latest service offers are data boost perks for certain apps that can be included in the customers' monthly bills.
