The Verizon logo is seen on the 375 Pearl Street building in Manhattan, New York City, U.S., November 22, 2021. REUTERS/Andrew Kelly/File Photo
STOCKHOLM (Reuters) - U.S. telecom company Verizon is using generative AI to stop 100,000 customers from leaving its service this year by predicting why a customer is calling, connecting them with a suitable agent and reducing store visit time, CEO Hans Vestberg said on Tuesday.
The company receives around 170 million calls every year and with GenAI it can now determine 80% of the time why a customer is calling, he said. "I have 60,000 call agents and I know what they are really good at so I can match your call with the right agent," he added, saying this would mean 100,000 customers staying with Verizon.
