“We don’t release financial ROI numbers,” he says, but Verizon does have internal measurements in place. For example, customers are surveyed right after a call to determine if their interaction was positive. “All of those measurements have increased,” he adds.
Today, all customer service representatives use the gen AI tool, which is over 40,000 people. The fine-tuning and contextualization that Verizon adds to the base model means that accuracy is currently over 90%, says Higgins. Still, it’s not perfect, and Verizon has been cautious about how the technology is rolled out, says Vivek Gurumurthy, Verizon’s consumer CIO.
“Today, we use it to primarily explain what happened, but we’re not in the business yet of taking actions on behalf of the customers,” he says. “For actions, we want to make sure there’s a human involved. And for the explanation, we want to be very careful and validate, verify, and certify everything.”
