New Way Now: Bell Canada transforms the telecom customer experience with Gemini Enterprise
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New Way Now: Bell Canada transforms the telecom customer experience with Gemini Enterprise
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*Featured in this video:* Hadeer Hassaan, Chief Information & Customer Experience Officer, Bell Canada
*Executive summary:* As Canada's largest telecommunications and media company, Bell Canada wanted to make it effortless for customers to get the support they need. By moving away from frustrating phone trees and partnering with Google Cloud. With Gemini Enterprise for Customer Experience and BigQuery, Bell Canada replaced friction with speed, achieving over 95% accuracy in customer intent identification and handling over 21 million voice and chat interactions with high resolution rates.
*Challenge:* The telecom industry often struggles with customer frustration stemming from classic IVR systems that force users to navigate phone trees and linear chatbots that frequently fail to understand user intent. Bell Canada recognized the need to replace this basic, high-friction automation with intelligent, contextual, and agentic experiences. The team wanted to eliminate friction, unify siloed data, and ensure that customers could effortlessly manage their accounts or reach a specialized human agent.
*Solution:* Bell Canada redesigned its support processes by deploying next-gen virtual assistants powered by Gemini Enterprise for Customer Experience. To fuel these autonomous agents and achieve highly accurate outcomes, Bell Canada uses BigQuery and advanced data analytics to break down data silos, activating rich customer context during every single interaction. Bell is also looking inward, deploying Gemini Enterprise to give employees the AI tools they need to eliminate frustrating busywork, allowing them to focus on high-value tasks and the customer.
*Result:* Since launching its new AI foundation, Bell Canada is delivering massive scale and quality improvements:
→ 16 million+ customer chat interactions handled, with over half resolved entirely by the AI agent without human intervention.
→ 5 million+ voice interactions successfully managed since late 2025.
→ 95%+ accuracy in customer intent identification.
→ 81% of customers reported that resolving their inquiry was easy.
Highlights from Hadeer Hassaan:
→ “We are focusing our AI investments in two key areas. First of all, customer experience. We want to get the customers the support they need in their channel of choice, fast. And the second area is operational proficiency, so giving our employees the tools they need to work faster and smarter, and to redesign our internal processes.”
→ “We are leveraging AI to solve problems that used to be very complex and cost prohibitive to solve, to unlock value for our customers in every transaction.”
→ “We use Gemini Enterprise for Customer Experience to power our next-gen virtual assistants. This implementation and partnership with the Google Cloud team is more than a technology upgrade. It is a fundamental change in how we design and deliver support.”
*Google Cloud products used:* Gemini Enterprise for Customer Experience, BigQuery
*Learn more:*
→ Bell Canada and Google Cloud power an AI-driven contact centre revolution
https://explore.business.bell.ca/news-and-events/bell-canada-partners-google-cloud-power-ai-driven-contact-centre-revolution-canadian-businesses
*Executive summary:* As Canada's largest telecommunications and media company, Bell Canada wanted to make it effortless for customers to get the support they need. By moving away from frustrating phone trees and partnering with Google Cloud. With Gemini Enterprise for Customer Experience and BigQuery, Bell Canada replaced friction with speed, achieving over 95% accuracy in customer intent identification and handling over 21 million voice and chat interactions with high resolution rates.
*Challenge:* The telecom industry often struggles with customer frustration stemming from classic IVR systems that force users to navigate phone trees and linear chatbots that frequently fail to understand user intent. Bell Canada recognized the need to replace this basic, high-friction automation with intelligent, contextual, and agentic experiences. The team wanted to eliminate friction, unify siloed data, and ensure that customers could effortlessly manage their accounts or reach a specialized human agent.
*Solution:* Bell Canada redesigned its support processes by deploying next-gen virtual assistants powered by Gemini Enterprise for Customer Experience. To fuel these autonomous agents and achieve highly accurate outcomes, Bell Canada uses BigQuery and advanced data analytics to break down data silos, activating rich customer context during every single interaction. Bell is also looking inward, deploying Gemini Enterprise to give employees the AI tools they need to eliminate frustrating busywork, allowing them to focus on high-value tasks and the customer.
*Result:* Since launching its new AI foundation, Bell Canada is delivering massive scale and quality improvements:
→ 16 million+ customer chat interactions handled, with over half resolved entirely by the AI agent without human intervention.
→ 5 million+ voice interactions successfully managed since late 2025.
→ 95%+ accuracy in customer intent identification.
→ 81% of customers reported that resolving their inquiry was easy.
Highlights from Hadeer Hassaan:
→ “We are focusing our AI investments in two key areas. First of all, customer experience. We want to get the customers the support they need in their channel of choice, fast. And the second area is operational proficiency, so giving our employees the tools they need to work faster and smarter, and to redesign our internal processes.”
→ “We are leveraging AI to solve problems that used to be very complex and cost prohibitive to solve, to unlock value for our customers in every transaction.”
→ “We use Gemini Enterprise for Customer Experience to power our next-gen virtual assistants. This implementation and partnership with the Google Cloud team is more than a technology upgrade. It is a fundamental change in how we design and deliver support.”
*Google Cloud products used:* Gemini Enterprise for Customer Experience, BigQuery
*Learn more:*
→ Bell Canada and Google Cloud power an AI-driven contact centre revolution
https://explore.business.bell.ca/news-and-events/bell-canada-partners-google-cloud-power-ai-driven-contact-centre-revolution-canadian-businesses
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