Verizon Understands AI and Sees Growing Use in Network: CEO

Verizon has focused on AI for more than a decade and sees itself as “very advanced” in the technology, CEO Hans Vestberg said Monday during a Goldman Sachs technology conference. For example, Verizon is experiencing the growth of AI in handling calls from customers, and quickly forwarding them to the best agent to address customer concerns, he said. AI will also mean more personalized service from the carrier, Vestberg added. “Given the amount of data we have on the customer, we can personalize the plans much better.” Generative AI will also help Verizon in its strategy of bringing computing closer to the edge, Vestberg said. The carrier already has agreements with Google, Amazon and Microsoft on mobile-edge compute, he said. Large-language models are still being trained, but “the loads are coming.” In the 1990s, customers changed their phones yearly, and now it's closer to every 40 months, Vestberg said. “People keep the phone because the quality is higher” and “that's partly because … the network is great.” Verizon has two “great” AI phones available today, but so far they’re not driving changes in customer behavior, he said. Cable wireless is making gains, he admitted, though some of the companies use the Verizon network. Cable providers “are an important wholesale partner on the wireless side for us” and “accretive to our bottom line.” We treat them as “important, large enterprise customers. Then we compete with them every day.”