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Run voice and chat support assistants with memory

AT&T deploys Gemini-based voice and chat assistants with 60-day memory, reporting 20% more inquiries fully automated.

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Use case overview

AT&T deploys Gemini-based voice and chat assistants with 60-day memory, reporting 20% more inquiries fully automated.

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Reported experience

  1. What they did

    AT&T replaced rules-based, flow-chart call routing. BigQuery analyzes customer history to work out why someone is calling and sends them to the right place or a specialized human agent. Callers routed to a virtual assistant are handled by Gemini Enterprise for Customer Experience agents. These agents recall up to 60 days of history across web, retail and phone, and AT&T says it keeps them secure and closely monitored.

  2. How it went

    AT&T reports about 20% better containment at the front of the call, 20% more inquiries fully automated, about $150 million in annual savings, and a better Net Promoter Score. The source gives no per-channel breakdown.

  3. Worth knowing

    The figures come from a Google Cloud case study and an AT&T executive's quotes, and the page gives no implementation timeline or cost detail.

Example prompts

Try with Gemini
Help me design a voice and chat support assistant for [my business] that remembers prior conversations for [60] days. Using these FAQs and policies: [paste], write the assistant's instructions, what it should remember, which requests it can fully handle, and when to hand off to a human. End with 10 sample conversations to test it.

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