Verizon has gone all-in on Google’s Gemini AI, deploying it across its entire customer care operation in what amounts to one of the largest enterprise AI rollouts in telecom history. The collaboration, which quietly began in July 2024, reached full scale by January 2025 and now touches all 28,000 of Verizon’s customer care representatives.
The results, at least according to the companies, are hard to ignore: a 95% “comprehensive answerability” rate for customer inquiries and a near 40% increase in sales through Verizon’s service team.
What Verizon actually built
The partnership leverages several layers of Google Cloud’s AI stack. Vertex AI, Google’s machine learning platform, serves as the backbone. The Gemini large language models handle the heavy cognitive lifting. And Google’s Customer Engagement Suite provides the customer-facing framework.
Two specific tools stand out. The first is what Verizon calls the “Personal Research Assistant,” which gives customer care reps instant, AI-generated answers to complex account and product questions. The second tool is dubbed the “Problem Solver.” It does roughly what the name suggests: diagnosing customer issues and recommending solutions in real time, pulling from Verizon’s vast internal knowledge base. Both tools are now deployed across multiple channels, including retail environments where in-store employees interact with customers face to face.
