Verizon CEO Dan Schulman has openly acknowledged that artificial intelligence could replace a large percentage of customer service jobs, making one of the clearest statements yet from a major technology and telecommunications executive about AI’s impact on employment.

Speaking to Bloomberg, Schulman said AI is increasingly capable of handling routine customer service requests, allowing human employees to focus on more complex issues that require judgement and problem-solving.

AI already transforming customer support

According to Schulman, many customer service interactions involve repetitive tasks such as password resets, billing enquiries, account updates and plan changes.

These requests typically follow standard procedures, making them well suited for AI systems that can process information quickly and provide consistent responses.

Schulman said it would be unrealistic to claim that AI will not disrupt certain job functions, particularly those involving routine and process-driven work.

Cost reduction and efficiency goals

The comments come months after Verizon reduced its workforce by more than 13,000 employees in late 2025, bringing total staff numbers down from roughly 100,000 to about 87,000.

Since taking charge in October 2025, Schulman has repeatedly emphasised the need to reduce operating costs and improve efficiency, with artificial intelligence playing a central role in that strategy.

Industry experts note that telecom companies manage millions of customer interactions each year, many of which can now be handled by advanced AI systems without human intervention.

Growing debate over AI and jobs

Supporters argue that AI can improve response times, reduce waiting periods and allow employees to focus on higher-value work.

However, the technology’s rapid adoption has also intensified concerns about job displacement across customer service, administration and other sectors reliant on repetitive tasks.

As businesses continue investing heavily in AI, Verizon’s remarks highlight the broader debate surrounding automation, workforce transformation and the future of work in the digital age.