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Verizon CEO Says AI Will Take Over 'A Large Percentage' of Customer Service
HR Dive - Latest News·Tuesday, 9 June 2026
Verizon CEO Dan Schulman said AI will dramatically improve the company's ability to satisfy customers and will take over a large percentage of customer service functions. He framed it as a positive for customer experience. The comment signals where one of America's biggest telecoms sees the future of its workforce.
Why It Matters
Customer service is one of the largest job categories globally, including in India where many BPO workers handle calls for US companies. Statements like this from major CEOs shape real hiring decisions.
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