# 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.

Category: Call coaching and QA
Industry: Telecom
Difficulty: advanced
Updated: Oct 29, 2026
URL: https://revstackai.co/use-cases/verizon-turns-care-agents-into-sellers-with-ai-answers

## Problem

Service reps get questions all day but cannot find answers fast enough to also sell.

## How to do this

1. Google Cloud Agent Assist (pay per use)
2. Your product, plan, and policy documents
3. An IT or developer team to set it up inside the contact center

## Verdict

Care agents get the answer on the call, so they can suggest the right upgrade instead of searching.

## Tools

- [Google Cloud Agent Assist](https://cloud.google.com/agent-assist): Shows the answer and the next offer while the agent is on the call


## Result

Sales through the service team are up nearly 40% since the rollout, which started in July 2024 and reached full scale in January 2025. The assistant covers a 28,000-person customer service team, fed nearly 15,000 internal documents. "We are doing reskilling in real time from customer care agents to selling agents."

Independent source. Reported by [Sampath Sowmyanarayan, CEO, Verizon Consumer (Reuters)](https://finance.yahoo.com/news/verizon-says-google-ai-customer-120648667.html).

## Another example

The rollout reached 95% comprehensive answerability for customer inquiries.

Vendor source. Reported by [Google Cloud and Verizon press release (Google Cloud)](https://www.googlecloudpresscorner.com/2025-04-09-Google-Cloud-and-Verizon-Drive-Customer-Experience-Improvements-for-Verizon-Customers-with-Gemini-Integration).

## Before you start

- Google Cloud Agent Assist (pay per use)
- Your product, plan, and policy documents
- An IT or developer team to set it up inside the contact center