Telecom operator Verizon is enhancing customer service for over 115 million wireless connections using the Customer Engagement Suite, which includes AI-powered, human-assisted agents.
These tools support day-to-day customer interactions in stores and over the phone. A key feature, the Personal Research Assistant, helps 28,000 customer care representatives instantly access personalized information, answering 95 percent of questions and allowing them to focus on delivering faster, more satisfying service.
Verizon, which has a strong focus on customer service, has introduced an AI assistant for its customer service representatives, built using Google’s AI models. As a result, Verizon has substantially improved efficiency and sales performance.
Since its full-scale rollout in January 2025, after an initial launch in July 2024, sales through Verizon’s 28,000-person service team have surged by nearly 40 percent. This boost is attributed to the AI assistant’s ability to guide agents with accurate responses to customer queries in real time, effectively reducing call durations and allowing staff to focus more on sales. Verizon views this AI-powered transformation as a reskilling initiative, shifting the role of agents from purely customer support to also include sales responsibilities.
Google Cloud CEO Thomas Kurian has highlighted the initiative and achievements at Google Cloud’s annual conference called Google Cloud Next on April 9-11 in Las Vegas underscoring the significance of enterprise AI solutions.
Verizon’s AI system was developed by feeding about 15,000 internal documents into a version of Google’s Gemini large language model, ensuring the assistant is well-versed in the company’s services and protocols.
Unlike companies such as Klarna, which have turned to AI to replace staff, Verizon has chosen a path that augments and empowers its workforce rather than reducing it, Reuters news report said.
The company’s dual-cloud strategy leverages Amazon for infrastructure and Google Cloud specifically for analytics and AI, with Google chosen for its ability to scale AI solutions across tens of thousands of employees. This approach not only demonstrates the potential for generative AI to deliver tangible business results but also counters skepticism about the real-world value of AI investments by tech giants.
Duncan Lennox, VP & GM, Applied AI at Google Cloud in a blog post said Conversational Agents introduces powerful capabilities aimed at simplifying development, enhancing customer engagement, and automating operations.
A no-code console, powered by Gemini models and the Agent Development Kit, enables even non-technical users to build advanced AI agents quickly and securely. These agents offer human-like voices, emotional understanding, and real-time video interpretation for highly engaging interactions.
Additionally, built-in connectors and API integrations allow seamless automation of tasks across popular CRM systems and business platforms.
Baburajan Kizhakedath
