Verizon uses GenAI to improve customer service, reducing agent workload and enhancing efficiency.
Verizon has successfully implemented generative AI to manage its high volume of business-related calls, enhancing customer service efficiency. Dubbed LLM Suite, this AI tool assists agents by providing prompts, handling complex queries, and summarizing calls, enabling faster resolution of customer issues.
Debika Bhattacharya, chief technology-solutions officer at Verizon Business, highlighted that the AI system can quickly access a customer’s history, including devices, services, and call records. This reduces the time agents spend gathering background information, allowing them to focus on resolving issues. By predicting the reason for a call and offering recommendations, the AI significantly reduces the cognitive load on both customers and agents.
Verizon’s AI strategy is guided by an AI council comprising executives from various departments. This council ensures that AI adoption mitigates risks and protects customer data. Additionally, Verizon has established AI principles to promote responsible AI use, safeguarding data and preventing bias.
Despite early success, Bhattacharya noted that Verizon is continuously refining its AI models based on agent feedback. The company aims to achieve high accuracy in predicting call reasons and recommending resolutions. The use of GenAI also enhances new agent training, making it quicker and more efficient.
Looking ahead, Verizon plans to leverage AI for hyperpersonalization, offering highly curated products and services tailored to individual business customers. This approach will transform customer interactions, making them more seamless and natural, and helping Verizon to operate at scale while treating each caller as a unique segment.