Verizon's ai bet: desperation or a genuine turnaround?

Verizon is betting big on artificial intelligence, a move that raises more questions than it answers, especially after admitting a staggering loss of 2.25 million subscribers over the past three years. The carrier's new CEO, Dan Schulman, has declared that treating customers “like humans, not like accounts” is the key to reversing this trend, while simultaneously pushing Anthropic's Mythos model into core business processes – a pairing that feels jarring, to say the least.

The numbers don't lie: pricing and subscriber exodus

Let’s be clear: Verizon’s subscriber losses aren’t a recent phenomenon. They’re the result of a pricing strategy that, by Schulman’s own admission, alienated a significant portion of its customer base. To suggest that a smarter chatbot will magically mend that broken trust feels like a profound misunderstanding of the problem. And the timing couldn't be worse. Just weeks after vehemently denying any further price hikes, Verizon quietly increased the cost of its bundled Netflix and HBO Max package – a move that erodes any remaining goodwill.

Consider this: Schulman recently announced 13,000 layoffs and expects ai to contribute to even broader unemployment, impacting precisely the call center and retail staff customers are desperately trying to reach when they have issues. The irony is almost palpable.

Ai as a cost-cutting measure?

The prevailing suspicion is that this isn’t a customer-centric revolution; it's a calculated cost-reduction strategy disguised as a friendly makeover. Verizon is pursuing $9 billion in cost cuts, and integrating Mythos into workflows is a convenient way to achieve that goal, even if it means sacrificing human interaction. The company's decision to replace employees with ai, while simultaneously promising a more “human” experience, rings hollow.

Social media sentiment reflects this skepticism. Customers are already expressing frustration with the shift, signaling that the promised return to human connection isn't resonating. The very people Schulman aims to serve are telling him, in real time, that this isn't what they want.

Beyond the hype: what customers actually crave

What would genuinely make a Verizon subscriber feel valued? It's not a more sophisticated ai; it’s accountability, consistency, and a loyalty discount policy that isn't a revolving door. It's a representative who can actually resolve an issue, not just recite pre-programmed responses. It's a simple, transparent pricing structure, not a series of hidden fees and surprise hikes.

Schulman has shown a degree of honesty uncommon among telecom executives, acknowledging past missteps. Q4 results did offer a glimmer of hope, ending the losing streak. But genuine customer loyalty isn't built on clever marketing or ai-powered efficiency. It's built on trust – and Verizon has a long way to go to earn it back. The