Verizon CEO Dan Schulman told the Bloomberg Tech conference in San Francisco that a three-month trial replacing some human operators with AI customer service agents lifted customer satisfaction by 1,280 basis points (12.8 points) versus the prior baseline. Schulman said the AI handles routine tasks such as password resets and billing inquiries, while complex cases are managed by a combination of AI and humans. He suggested AI could replace a "large percentage" of customer service work (Bloomberg, Yahoo Finance).
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