Verizon Communications is reportedly making a big bet on artificial intelligence (AI) as its next major growth driver.
The nation's largest retail wireless carrier believes AI has the potential to double its network over the next five years, Verizon Consumer CEO Sowmyanarayan Sampath said on Tuesday (May 14). He told Bloomberg in a published interview.
Video traffic has been the primary driver of Verizon network growth in recent years, but SunPass predicts demand for AI will soon outstrip it, according to the report. The large amounts of data generated by AI tools must be efficiently transmitted from the data center to end users and back to the data center for analysis. To meet this increased demand, Verizon aims to provide a robust network infrastructure.
Verizon also expects AI to transform many aspects of its operations, according to the report.
The company is already integrating Google's AI software into its customer service operations. According to the report, the technology was deployed to empower his 40,000 customer agents, allowing them to better serve their customers.
For example, AI tools intercept representatives' phone calls and track human emotions and tone. If a customer appears dissatisfied, supervisors will be notified and can intervene to help, according to the report.
Additionally, routine processes such as bill inquiries and payment details will be automated, freeing customer service agents to focus on more complex tasks such as helping customers travel internationally or make account changes, the report said. ing.
According to the report, Verizon also plans to leverage AI to provide personalized recommendations and curated offers to customers in real-time.
The company is strategically positioning its infrastructure to handle the expected surge in AI-related traffic, the report said. We have invested in spectrum acquisition to support the increasing demand for data transmission.
During the company's latest earnings call on April 22nd, Verizon CEO Hans Vestberg focused in part on the company's AI strategy and the mobile edge computing capabilities of its network. He stated that it is necessary to create an AI-centered revenue source by commercializing AI.
“Generative AI workloads represent a huge long-term opportunity for us,” said Vestberg. “As we grow our network and improve our performance advantage, we can also make Verizon a more efficient organization.”