Verizon uses generative AI to reduce the workload from its high volume of business-related calls. Debika Bhattacharya, the chief technology-solutions officer at Verizon Business, said Verizon received 170 million calls from business and individual customers every year. Last year, the company added generative AI as another layer to help reduce the demands on customer-service agents and answer clients' questions faster. AI in actionIncorporating generative AI into its business-to-business customer-service strategy helps agents answer questions and resolve issues faster, Bhattacharya said. Bhattacharya said it's too early to share data about how generative AI was improving Verizon's business customer service.

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Persons: —, Debika Bhattacharya, Bhattacharya, it's Organizations: Verizon, Service, Verizon Communications, Fortune, Verizon Business, hyperpersonalization, Telecom Locations: New York City