company

Verizon Communications Inc.

Telecommunications
63Fair
Aio Composite Score
Confidence
ApplicationHeavy
high
ImpactMixed
high
OpennessSelective
medium
Verizon is an aggressive AI adopter deploying generative AI, predictive AI, and agentic AI across customer experience, network operations, and enterprise infrastructure, with named tools including Fast Pass, Network Genie, MyPlan, and the Verizon AI Connect platform. The company has undergone significant workforce reductions—including a November 2025 announcement of 13,000+ job cuts (~13% of workforce)—with multiple credible sources explicitly linking the restructuring to AI-driven automation, representing a company-acknowledged causal connection. Verizon publicly touts a Responsible AI Program, an AI Leadership Council, and human-in-the-loop governance, but the scale of layoffs framed as an 'AI-first pivot' creates a mixed integrity picture between its customer-facing transparency messaging and the human cost of its automation strategy.
Application
How is AI being used?
Heavy
high
Verizon has deployed generative AI, predictive AI, agentic AI, and computer vision across customer service, network operations, retail, and…
Impact
How have people been affected?
Mixed
high
Positive impacts are evidenced: revenue growth attributable in part to AI personalization, reduced customer churn, and improved call routing…
Openness
Company honesty about AI use.
Selective
medium
Verizon is unusually transparent about its AI tools, governance structures, and Responsible AI Program compared to industry peers, with executives…
AI Tools & Platforms Detected
Fast Pass (AI call routing)Network Genie (GenAI for network technicians)MyPlan (AI-powered personalization)Verizon AI Connect (enterprise AI infrastructure suite)Virtual Contact Center (VCC) with embedded AIAI-powered personal shopperAI personal research assistant (employee tool)Agentic AI (customer service)Google Cloud AI (network anomaly detection, partnership)Vultr GPUaaS (partnership)
AI Hiringmoderate
30AI roles/ 11924 total
AI/ML Engineering Summer InternAI Machine Learning EngineerApplied AI Product EngineerSenior AI/ML EngineerSenior Data Scientist
Key Evidence (11)
Verizon's generative AI predicts reason for customer calls with 80% accuracy, routing 170 million annual calls across 60,000 call agents via 'Fast Pass' system; analyzed 1,500 data points per phone number for in-store personalization, reducing visit times by ~7 minutes.
2024-06-18
web searchSource ↗
Verizon unveiled AI Connect, a suite of products for enterprise AI workloads, with Google Cloud and Meta as early adopters; partnerships include Vultr for GPUaaS and Google Cloud for network anomaly detection.
2025-01-24
web searchSource ↗
Verizon uses 'Network Genie' (GenAI NLP tool) allowing technicians to query network data in natural language, plus predictive AI analyzing 180+ network features to compute per-customer quality-of-experience scores.
web searchSource ↗
Verizon's three-pillar AI strategy confirmed by Chief Data Analytics and AI Officer Mano Mannoochahr: applied AI for customer/employee experience, AI infrastructure (AI Connect), and responsible AI governance.
2025-09-23
web searchSource ↗
Verizon Q4 2024 earnings call confirmed AI driving revenue growth: wireless service revenue up 3.1% YoY to $20B; nearly half of consumer phone base on AI-personalized MyPlan.
web searchSource ↗
Verizon announced 13,000+ job cuts (~13% of workforce) in November 2025, with SF Chronicle and AP News explicitly framing cuts as part of restructuring 'for artificial intelligence' and an 'AI-first pivot'; $3–4B annual savings targeted.
2025-11
web searchSource ↗
What insider reports could clarify
  • Which specific job functions were eliminated in the 13,000 layoffs—customer service, network ops, or back office?
  • Are cut roles being backfilled with AI tools rather than re-hired employees?
  • How are AI-generated customer service outputs reviewed before delivery to customers?
  • Have frontline call center agents experienced changes to their job scope due to AI routing?
  • What does the AI Leadership Council's review process look like in practice for new deployments?
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