Verizon plans to retain 100k customers using Generative AI by predicting call reasons and enhancing customer satisfaction.

Verizon plans to keep 100k customers this year using Generative AI (GenAI). By predicting call reasons and connecting customers to suitable agents, GenAI can determine the reason for 80% of calls, reducing store visits and enhancing customer satisfaction. CEO Hans Vestberg believes this will help retain customers and improve loyalty.