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Verizon lifts sales nearly 40% by giving care agents AI answers on every call

Verizon built a Gemini-powered Personal Research Assistant on Google Cloud Agent Assist for its 28,000-person customer service team, fed nearly 15,000 internal documents. Sales through that service team are up nearly 40% since the rollout, which started in July 2024 and reached full scale in January 2025. A Google Cloud and Verizon press release says the rollout reached 95% comprehensive answerability for customer inquiries. This is a build for a big company, not something one rep turns on.

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Telecom

How to do this

What you need

Steps

Do this first. Load the company's own product, plan, and policy documents into the assistant.

  1. 1

    On each call it listens and shows the agent the answer and the next best offer.

  2. 2

    The agent spends less time searching and more time on the customer, so they can suggest the right upgrade.

  3. 3

    The assistant writes the call summary.

Tools that do this

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