Verizon and Google Cloud have expanded their long-running work with the telecom giant, touting deployment of the hyperscaler’s full-stack AI platform toward updating its customer experience and network control.
US telco Verizon is using Google Cloud’s Gemini Enterprise for Customer Experience platform as the basis for an “AI-first toolbox” for customers. That platform is handling “the majority of its inbound consumer calls and chats a month, freeing customer care representatives to dedicate their focus to complex, high-touch customer needs.”
Verizon further explained that these efforts are using the Google platform for agent orchestration and “employee productivity to improve the operating model across their core business functions.” The carrier is also using Google Cloud’s data and AI products to update its marketing platforms, including automation of content creation and campaign orchestration in support of customer engagement, sales, and retention efforts.
These moves come on the heels of recent reports that Verizon was slashing around 500 corporate jobs as part of a restructuring and that 274 corporate-owned stores are being sold, which in total will impact around 3,000 employees.
