AT&T Gemini Enterprise CX agents

What was done

AT&T uses BigQuery to infer customer intent and route contact-center interactions before Gemini Enterprise for Customer Experience handles the automated voice or chat conversation. The agents use customer context and can remember up to 60 days of history, reducing repeated explanations when customers pause a purchase, visit a store, or call back later. The deployment is part of AT&T's broader AskAT&T platform, which supports many internal generative AI solutions behind the company's firewall. Google Cloud reports the setup resolves 20% more inquiries with fully automated solutions and contributes about $150 million in annual savings.

Stack