Verizon has reported a notable improvement in customer service performance and a rise in sales following its collaboration with Google Cloud to integrate generative AI tools. By deploying Google Cloud's Vertex AI, Gemini models, and Customer Engagement Suite, Verizon has achieved 95 percent accuracy in addressing customer inquiries. The “Personal Research Assistant,” a conversational AI developed through the partnership, supports 28,000 frontline representatives by providing real-time, personalized responses. It helps staff handle customer needs more efficiently by reducing manual search and enhancing workflow with automated features like conversation summaries and follow-up reminders. This AI support tool has also been linked to improved customer interactions and faster issue resolution, especially for new employees.
The collaboration also includes the “Problem Solver” agent, which streamlines troubleshooting by linking Verizon’s personalization tools with Google Cloud’s gen AI. This integration supports precise and timely resolutions, contributing to an overall improvement in customer care operations. Additionally, Verizon has launched AI-driven virtual agents for customer-facing platforms including the My Verizon app, offering users a more conversational experience in managing their services. Executives from both companies highlighted the value AI brings in strengthening customer relationships and improving operational efficiency. Verizon and Google Cloud plan to expand their partnership to further develop AI-powered support across various business channels.
