Sowmyanarayan Sampath on conversational AI

About Sowmyanarayan Sampath

Sowmyanarayan Sampath, Executive Vice President and CEO of Verizon Consumer Group, has spoken extensively in 2024 and 2025 about the integration of artificial intelligence into Verizon’s operations and customer experience. He described AI as "the only deflationary tool we have in our economy for the next two decades" and outlined three areas where Verizon captures value from AI: improving operations, driving better products, and participating in the AI ecosystem to generate revenue. Sampath highlighted the launch of "Project 624," which included a redesigned app and the "Verizon Assistant," an AI tool that can perform tasks such as checking bills and explaining charges. He stated that Verizon works closely with Google as an "R&D partner" and that the company aims to be "the best deployed conversational AI tool in the world." Sampath also discussed the impact of AI on the workforce, predicting that up to 40-50% of customer care agent capacity could be freed up over three years and redeployed to other areas. Sampath has also addressed Verizon’s M&A strategy, digital inclusion, and the importance of culture. He said that the company’s acquisition of Tracfone "went quite poorly" for the first three years because "M&A was the strategy," but that Verizon has since turned around the business, moving from "losing market share 13 quarters in a row to actually gaining market share for the last three quarters." On digital inclusion, he noted that 42 million Americans lack sustained internet access and called affordability a major challenge. Sampath described Verizon’s approach to localization, dividing the country into 55 territories and giving store managers flexibility to tailor their locations. He also stated that Verizon has an AI governance council and maintains a "human in the loop" approach to AI deployment.

Profile compiled from Sowmyanarayan Sampath's verified public interviews and appearances. See all quotes & transcripts →