New Way Now: AT&T transforms customer care with Gemini Enterprise for CX and BigQuery
지금 보고 있는 영상
New Way Now: AT&T transforms customer care with Gemini Enterprise for CX and BigQuery
조회수 19
영상 설명 · 눌러서 펼치기
*Featured in this video:* Mark Austin, VP of Data Science and AI, AT&T
*Executive Summary:* To democratize AI across the enterprise, AT&T built a secure internal hub that runs 150+ generative AI solutions and processes billions of tokens daily, scaling its overall AI-driven ROI to 5x in 2025. While this company-wide adoption drives massive internal productivity, AT&T worked with Google Cloud to transform its customer-facing operations. By deploying Gemini Enterprise for Customer Experience (GECX) and BigQuery, AT&T transitioned from basic, rules-based phone trees to highly contextual virtual agents that understand customer intent and maintain memory.
*Challenge:* Delivering an effortless customer experience requires advanced AI, but traditional, rules-based phone menus lacked the nuance needed to resolve issues. AT&T needed a secure way to deploy customer-facing AI that went beyond directing calls to actively remembering customer history across channels.
*Solution:* AT&T relies on BigQuery to provide the data intelligence needed to bypass rigid phone menus and instantly route customers based on intent. Once connected, Gemini Enterprise for Customer Experience powers the conversation. These virtual agents maintain 60 days of history, recalling a customer's previous shopping intent or eligibility for promotions like military discounts.
*Result:* Intent routing powered by BigQuery and combined with Gemini Enterprise for CX capabilities has driven a 20% jump in front-end call containment and about $150 million in annual savings.
*Highlights and key takeaways:*
→ “When we think about agents and applying them, it all starts with the routing first. With Google Cloud, we're way beyond ‘press one for billing, two for customer service.’”
→“We have BigQuery to help us with intent routing... we're about 20% better containment at the front end of the call.”
→ "Overall, there has been value across the board. We’ve had $150 million in annual savings, and our Net Promoter Score has also improved."
→ “Very rarely do we see customers show up and they'll purchase on the spot, but Gemini Enterprise for Customer Experience allows us to keep 60 days worth of memory. It makes the interaction feel more personal, and customers don't have to repeat themselves all the time.”
*Google Cloud products used:* Gemini Enterprise for Customer Experience, BigQuery
*Learn more:*
→ Gemini Enterprise for Customer Experience
https://cloud.google.com/gemini-enterprise-cx
→ BigQuery
https://cloud.google.com/bigquery
*Executive Summary:* To democratize AI across the enterprise, AT&T built a secure internal hub that runs 150+ generative AI solutions and processes billions of tokens daily, scaling its overall AI-driven ROI to 5x in 2025. While this company-wide adoption drives massive internal productivity, AT&T worked with Google Cloud to transform its customer-facing operations. By deploying Gemini Enterprise for Customer Experience (GECX) and BigQuery, AT&T transitioned from basic, rules-based phone trees to highly contextual virtual agents that understand customer intent and maintain memory.
*Challenge:* Delivering an effortless customer experience requires advanced AI, but traditional, rules-based phone menus lacked the nuance needed to resolve issues. AT&T needed a secure way to deploy customer-facing AI that went beyond directing calls to actively remembering customer history across channels.
*Solution:* AT&T relies on BigQuery to provide the data intelligence needed to bypass rigid phone menus and instantly route customers based on intent. Once connected, Gemini Enterprise for Customer Experience powers the conversation. These virtual agents maintain 60 days of history, recalling a customer's previous shopping intent or eligibility for promotions like military discounts.
*Result:* Intent routing powered by BigQuery and combined with Gemini Enterprise for CX capabilities has driven a 20% jump in front-end call containment and about $150 million in annual savings.
*Highlights and key takeaways:*
→ “When we think about agents and applying them, it all starts with the routing first. With Google Cloud, we're way beyond ‘press one for billing, two for customer service.’”
→“We have BigQuery to help us with intent routing... we're about 20% better containment at the front end of the call.”
→ "Overall, there has been value across the board. We’ve had $150 million in annual savings, and our Net Promoter Score has also improved."
→ “Very rarely do we see customers show up and they'll purchase on the spot, but Gemini Enterprise for Customer Experience allows us to keep 60 days worth of memory. It makes the interaction feel more personal, and customers don't have to repeat themselves all the time.”
*Google Cloud products used:* Gemini Enterprise for Customer Experience, BigQuery
*Learn more:*
→ Gemini Enterprise for Customer Experience
https://cloud.google.com/gemini-enterprise-cx
→ BigQuery
https://cloud.google.com/bigquery
Google Cloud 다른 영상
New Way Now: How CodeRabbit uses Google and NVIDIA to automate AI code reviews at scale
조회수 209
New Way Now: Factory uses Gemini to deploy autonomous software engineering "Droids" at scale
조회수 265
New Way Now: How The Home Depot replicates in-store expertise with AI with Google Cloud Consulting
조회수 14
New Way Now: Renault accelerates a 20-year modernization timeline with GCVE
조회수 224
New Way Now: MERGE saves $500k and proactively secures healthcare data with Google SecOps
조회수 345
New Way Now: LumApps unifies the workplace by bringing its agents into Gemini Enterprise
조회수 872
New Way Now: Onix modernizes data 3x faster to empower the AI-first enterprise
조회수 312
New Way Now: Albertsons increases customer basket size by 10% with Databricks and Google Cloud AI
조회수 3,208