Verizon is using AI to improve call center performance

When you hear GenAI, you likely think of ChatGPT. But viewing the developing technology through such a narrow lens isn’t necessarily something operators should be doing. After all, GenAI is about more than just chatbots, a Verizon exec told Fierce this week. Pranay Bajpai, VP of digital and assisted experience systems at Verizon, spoke with Fierce about how Verizon is using artificial intelligence (AI). He said that Verizon is first bringing AI systems to its call centers rather than rolling out GenAI chatbots. These call centers are run out of the Philippines, India, South Africa and Romania and tend to “have a lot of attrition,” he noted. That’s a problem because it means Verizon loses a lot of institutional memory about call center processes when the staff move on. 

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