Verizon says Google AI for customer service agents has led to sales jump

Kenrick Cai

Wed, Apr 9, 2025, 5:06 AM 2 min read

By Kenrick Cai

SAN FRANCISCO - Verizon said an AI adjunct for the company's lawsuit work representatives built utilizing Google models had chopped down connected telephone times and freed them up to merchantability products to customers, starring to a surge successful sales.

An AI adjunct connected their surface helps the lawsuit work agents fig retired the close answers to customers' queries.

Verizon archetypal started deploying the caller AI features successful July 2024, ramping them up to afloat standard successful January. Sales done its 28,000-person work squad are up astir 40% since their deployment, according to Sampath Sowmyanarayan, CEO of Verizon's user group.

"We are doing reskilling successful existent clip from lawsuit attraction agents to selling agents," helium said.

The AI-driven displacement astatine Verizon, announced during Google Cloud's yearly conference, whitethorn service arsenic a counterpoint to concerns from immoderate nationalist marketplace investors that tech giants are spending excessively overmuch connected AI without large payoffs.

Many prospective endeavor customers are inactive deliberating whether and however to grow adoption of buzzy generative AI technologies from proceedings runs to wide-scale deployment.

"Compared to what different radical are doing, this is tremendous scale," Google Cloud CEO Thomas Kurian told Reuters.

Kurian's portion is simply a cardinal operator of maturation for Alphabet, accounting for $43 cardinal of its $350 cardinal gross successful 2024.

Verizon's caller interior bundle was created by feeding astir 15,000 interior documents into a mentation of Google's flagship Gemini ample connection model, Sowmyanarayan said.

Its efforts opposition with immoderate companies, similar Swedish payments radical Klarna, which person opted to usage AI to regenerate lawsuit work staffers. Sowmyanarayan said determination are "much easier ways" to trim costs.

Verizon chiefly partners with 2 unreality providers: Amazon for exertion deployment and computing infrastructure, and Google Cloud for analytics and AI. It picked Google implicit competitors due to the fact that of its quality to deploy the AI offerings to tens of thousands of people, Sowmyanarayan said.

(Reporting by Kenrick Cai successful San Francisco; Editing by Edwina Gibbs)