Verizon CEO: AI Will Take over ‘a Large Percentage’ of Customer Service

A New Report Says AI Is Coming For Half of Customer Service Jobs by 2030. It’s a Hint of What’s Coming Next in Other Industries

Thanks to AI, you may need to start retraining low-level hires soon, or let them go.

Verizon CEO: AI will take over ‘a large percentage’ of customer service

Artificial intelligence “will dramatically improve our ability to satisfy customers,” Dan Schulman said.

Verizon CEO: AI Agents Could Displace ‘A Large Percentage’ of Customer Service Jobs

Executives, CX leaders and analysts are increasingly framing AI agents as tools that can augment human representatives rather than eliminate them entirely, pointing to the continued importance of empathy, judgment and relationship management in customer interactions. But comments from Verizon CEO Dan Schulman in an interview with Bloomberg TV indicate that some of the industry’s biggest companies still expect significant workforce disruption ahe…

Verizon believes that AI will reshape customer service roles

Dan Schulman, the CEO at Verizon, has reaffirmed his message on the widespread impact of AI on the workforce. His belief is that the technology will replace “a large percentage” of work handled by customer service representatives. In an interview with Bloomberg, Schulman said AI would cause “disruption in certain job functions” but pointed to customer care as an area where the technology could be applied quickly and effectively. In his view, the…