Verizon Deploys Google Cloud's Full-Stack AI Platform for Enhanced Customer Experience

Verizon has expanded its partnership with Google Cloud to deploy the hyperscaler's full-stack AI platform. The goal is to improve customer experience and network control through automation.

The carrier is using Google Cloud's Gemini Enterprise for Customer Experience platform as a basis for an 'AI-first toolbox' for customers. This platform handles the majority of inbound consumer calls and chats each month, freeing up customer care representatives to focus on complex issues.

Verizon is also leveraging Google Cloud's data and AI products to update its marketing platforms, including automation of content creation and campaign orchestration in support of customer engagement, sales, and retention efforts. The carrier aims to reduce costs while enhancing the customer experience.

This move comes after reports that Verizon was slashing around 500 corporate jobs as part of a restructuring effort. The company has been working with retail franchise owners to elevate the experience in every one of their locations.