Verizon has seen a remarkable sales increase of nearly 40% after implementing an AI assistant to support its customer service representatives. Powered by Google’s advanced Gemini large language model, this AI tool enhances the efficiency and effectiveness of customer interactions. Initially launched on a limited basis in July 2024 and fully deployed by January 2025, the assistant accelerates response times and enables agents to focus more on sales rather than just support. Developed using around 15, 000 internal documents, the AI delivers accurate, context-aware assistance to Verizon’s 28, 000-strong customer service team. Rather than reducing staff, Verizon chose to reskill its agents, transforming them into sales-focused employees—a strategy that contrasts with companies like Klarna, which used AI to cut costs by downsizing personnel. Announced at the Google Cloud annual conference, Verizon’s collaboration with Google highlights the expanding role of Google Cloud’s scalable AI solutions in driving business growth and contributing to Alphabet’s revenue.

Since the full rollout, the AI assistant has improved call handling efficiency by quickly interpreting queries and generating precise responses, reducing average call times and increasing agent capacity without sacrificing customer satisfaction. By automating routine tasks like information retrieval and initial query analysis, the AI frees agents to focus on identifying customer needs and recommending tailored products. The deep integration with internal databases enables personalized, contextual selling, boosting upselling and cross-selling opportunities and enhancing the overall customer experience. Verizon’s choice to augment human expertise with AI reflects a broader industry trend toward workforce empowerment through technology. Investing in training and skill development, the company is building a versatile workforce ready to excel alongside AI tools. The success of Verizon’s AI assistant demonstrates the transformative potential of language models like Gemini in customer service, serving as a model for enterprises seeking to improve satisfaction and business results through strategic AI adoption and workforce development. Looking ahead, Verizon plans to refine and expand its AI assistant’s capabilities, incorporating customer feedback to enhance responsiveness and accuracy. This ongoing innovation aims to sustain Verizon’s competitive advantage and deliver efficient, personalized customer service. In summary, Verizon’s partnership with Google Cloud to deploy the Gemini-powered AI assistant marks a milestone in customer service evolution—driving nearly 40% sales growth, promoting agent reskilling, and boosting operational efficiency—setting a new standard for AI use in enterprise environments.