Google Cloud partners with Verizon to deploy Gemini Enterprise across 28,000 customer care reps
Via 9to5google.com
The telecom giant says its AI-powered tools have driven a 40% jump in sales and can handle 95% of customer questions without human escalation.
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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.
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The deployment also includes automated summary features, which generate post-call documentation without requiring reps to manually type up notes.
Where this fits in the bigger picture
Google announced the collaboration details on April 9, 2025, timing that aligned with its broader push to showcase enterprise AI wins.
Disclosure: This article was edited by Editorial Team. For more information on how we create and review content, see our Editorial Policy.
