Google Cloud recently announced a strategic partnership with Verizon focused on deploying AI across the operator’s customer experience, network operations and internal functions.
Under the agreement, Verizon will use Google Cloud’s full AI stack to help modernise customer experiences, unify enterprise data and scale AI use across the company.
Alfonso Villanueva, Verizon’s chief transformation officer and EVP of Verizon Consumer, said serving customers individually requires working AI-first throughout the organisation.
Karthik Narain, Chief Product and Business Officer at Google Cloud, added Verizon is demonstrating what full-scale AI transformation looks like for a global enterprise, integrating everything from high-performance infrastructure and Gemini models to custom business agents as part of an effort to build an autonomous network for millions of customers.
On the customer experience side, Verizon’s previous use of Google Cloud’s contact centre technology has evolved into Gemini Enterprise for Customer Experience, which the companies noted has delivered measurable improvements in customer satisfaction and automated resolution rates. It now handles most of Verizon’s inbound consumer calls and chats each month.
On the network side, speaking at the DTW Ignite conference in June, representatives from Verizon and Google Cloud described building what they called the industry’s first temporal digital twin of a live network: a real-time model designed to help predict, detect and resolve issues before customers are affected.
The work is intended to push Verizon toward Level 4 autonomous network operations and could deliver up to 35% in projected operations and maintenance cost savings.
Verizon is also applying Google Cloud’s data and AI tools to marketing, automating content creation and campaign orchestration, while separately working to strengthen its cloud security through improved threat detection and risk governance.
The partnership builds on a multi-year effort by Verizon to consolidate legacy data lakes onto Google’s Agentic Data Cloud, which the companies explained laid the groundwork for the current AI push by reducing data silos and operational overheads.
Source: Mobile World Live
Image Credit: Verizon
Source: Tahawul Tech