AT&T has transformed its customer experience using Google Cloud's Gemini Enterprise for CX and BigQuery, achieving significant efficiency gains and cost savings. The telecom giant resolved 20% more customer inquiries autonomously, while saving about $150 million annually. The key innovation was giving AI agents a 60-day memory, eliminating the need for customers to repeat their issues across multiple interactions.
Mark Austin, Vice President of Data Science and AI at AT&T, highlighted the importance of contextual awareness in customer support. 'Imagine if you went to a coffee shop every day for 100 days, and the barista didn’t remember your order,' he said. 'You wouldn't feel very good, right? Our customers are the same way.' The company's AskAT&T platform, built on Google Cloud, now supports 150 generative AI solutions in production, processing 40 billion tokens daily.
BigQuery plays a crucial role in intent routing, improving containment by 20% by analyzing customer history to direct them to the right solution or agent. Meanwhile, Gemini Enterprise for CX powers virtual assistants capable of handling complex issues naturally. These AI agents recall up to 60 days of customer history, creating a personalized experience that reduces repetition and speeds up resolutions.
AT&T's focus on memory and intelligent conversation has not only optimized operations but also changed the telecom support experience. The company serves over 100 million U.S. families and nearly 2.5 million businesses, continuing to innovate in connectivity solutions.