United StatesTechnology and telecom2024 – ongoingVerizon
Gemini assistant for customer service representatives
Verizon said service-team sales rose nearly 40% after it deployed a Gemini assistant
Problem
Service representatives needed to find answers during customer calls. Verizon wanted shorter calls to leave employees more time to sell relevant products.
Approach
Verizon built an on-screen assistant using Google's Gemini models and nearly 15,000 internal documents. It began deployment in July 2024 and reached full scale in January 2025. The assistant helped representatives answer customer questions while they handled calls.
Results
Takeaway
Verizon connected faster access to answers with a larger selling role for service staff. The reported sales increase did not isolate the assistant's causal effect.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
Reuters reported Verizon executives' account of an internal Gemini assistant rolled out to customer service representatives. Verizon attributed shorter calls and a nearly 40% rise in service-team sales to the deployment.
Full details are in the original sources.