Google Cloud and Verizon have partnered to deploy Gemini Enterprise AI across all 28,000 customer service representatives of the telecom operator. This rollout, launched in July 2024 and scaled by January 2025, has enabled the handling of 95% of customer queries without human intervention and driven a nearly 40% increase in sales. The tool is powered by Vertex AI and Google’s Gemini models, supplemented by the Customer Engagement Suite. Two key features were developed: a personalized research assistant and a problem solver capable of diagnosing issues in real time. The announcement was made on April 9, 2025.
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