New Way Now: How YouTube scales no-wait agentic AI support with Google Cloud Consulting

Featured in this video: Jonathan Goldstein, Head of Consumer Experience Solutions at YouTube. Executive summary: Learn how YouTube partnered with Google Cloud Consulting to transform customer support by launching an Agentic AI virtual agent built on Gemini Enterprise.

Jonathan Goldstein, Head of Consumer Experience Solutions at YouTube, explains how the platform needed to replace longer manual support resolution times—especially when critical user issues arise, such as a subscriber unable to stream a live game. By collaborating closely with Google Cloud Consulting, YouTube rapidly scaled an Agentic AI virtual agent from initial pilot to true production scale.

This agentic support model provides a seamless, "no-wait" full-resolution customer experience while preserving high user sentiment and interaction quality, demonstrating how agentic AI can deliver customer care at massive scale. Challenge: With a fully manual support ecosystem, resolving urgent user issues—such as subscribers unable to watch their live games—often took longer to solve, impacting overall user experience and support responsiveness.

Solution: YouTube worked closely with Google Cloud Consulting to design and deploy an Agentic AI virtual agent using Gemini Enterprise, creating a fast, "no-wait" customer support experience.

Results: YouTube successfully moved from pilot to true production scale, significantly increasing its ability to provide immediate full resolutions while maintaining high user sentiment and interaction quality at scale.

Key takeaways and highlights from our interview with Jonathan Goldstein, Head of Consumer Experience Solutions at YouTube: → “The project was the launch of an Agentic AI virtual agent... basically to create a no weight agentic experience for customers to call in and get the help and support they need.” → “The most acute issue is, someone doesn't get to watch their game with a fully manual support ecosystem. It often took longer for us to solve.” → “We work very closely with Google Cloud Consulting to get the right solution for us. We use a broad set of tools from Gemini Enterprise. It's a critical platform for us.” → “The ability to go quickly from pilot to true scale has been very important for us.” → “We've seen a significant increase in our ability to provide that no weight full resolution experience to our users while maintaining a very high user sentiment and quality in those interactions.” → “And working with Google Cloud Consulting to deliver on that goal has been very successful for us. I think it can be an example to many customers that this is a journey worth taking and can be a really transformative one.” → “YouTube is building a new way to deliver a great experience to our customers at scale.”

Learn more→ Google Cloud Consulting: https://goo.gle/4gYrF2h