Verizon Taps Gemini for Most Inbound Calls

Verizon and Google Cloud have announced a major partnership that will see Gemini Enterprise handle most of Verizon's inbound consumer calls and chats every month. This is part of a broader strategic agreement between the two companies to deploy full-stack AI across all major business functions at Verizon, including customer experience, network operations, marketing, security, and employee productivity.

The Gemini platform has already been live for some time, processing voice and text in real-time using multimodal streaming. It retrieves relevant customer data from a unified data layer and generates contextually appropriate responses without requiring pre-authored decision scripting.

According to the joint announcement, this partnership is producing measurable improvements in customer satisfaction scores and automated resolution rates across digital touchpoints. Human representatives are being freed up to focus on complex, high-touch cases, resulting in significant reductions in handle time per call and meaningful shifts in the cost structure of customer service operations.

The partnership also highlights Google Cloud's growing dominance in the cloud market. The company reported the fastest quarterly growth of any major cloud provider in Q1 2026, with revenue hitting $20 billion, up 63% year-over-year, and a contracted backlog that nearly doubled quarter-over-quarter to $462 billion.