Gemini-powered solutions lead to significant advancements in Verizon’s customer experience

LAS VEGAS, April 9, 2025 /PRNewswire/ — Today, Google Cloud announced the impactful results of its collaboration with Verizon, showcasing how the integration of Google Cloud’s generative AI (gen AI) technology – including the Vertex AI platform, Gemini models, and Customer Engagement Suite – is significantly transforming Verizon’s frontline operations. This strategic partnership has led to a 95% comprehensive answerability for customer inquiries, resulting in demonstrably more efficient and effective customer care interactions.

Over the past five years, Verizon has successfully rolled out innovative tools powered by Google Cloud technology to streamline customer interactions and reduce its employees’ cognitive load. These human-centered tools function as an intelligent AI partner, delivering optimal guidance and relevant offers. Crucially, these innovations empower Verizon’s team to build stronger relationships with customers, recognizing the value of every interaction.

Google Cloud AI Powers Enhanced Agent Capabilities at Verizon

The “Personal Research Assistant,” a conversational AI agent developed through the collaboration between Verizon and Google Cloud, is powered by Google Cloud’s Vertex AI, Gemini models and Agent Assist Panel. This sophisticated tool provides Verizon’s frontline workers with real-time, context-aware, and personalized answers to customer inquiries, eliminating the need to manually search through extensive knowledge bases. Operating proactively, the assistant suggests relevant questions customers may have and provides immediate answers when agents type in a question.

Deployed across 28,000 of Verizon’s customer care reps and retail stores, “Personal Research Assistant” anticipates customer needs and offers tailored solutions, achieving a high level of accuracy and ensuring that customer inquiries are consistently addressed. Further enhancements, such as automated conversation summarization and follow-up action reminders, are being rolled out to optimize agent workflows.

This innovation builds upon the transformation journey Verizon has undertaken to strategically deploy Google Cloud’s AI.

Google Cloud’s Generative AI Streamlines Verizon’s Issue Resolution

The “Problem Solver” AI agent integrates Verizon’s personalization platform with Google Cloud’s gen AI to deliver advanced troubleshooting support, assisting in the resolution of customer issues more quickly and effectively. By integrating Google Cloud’s Customer Engagement Suite and Agent Assist Panel with Verizon’s comprehensive knowledge base, the platform delivers precise and efficient solutions. This integration is particularly beneficial for new customer care reps at Verizon, enabling them to resolve complex issues with greater confidence and leading to a significant improvement in issue resolution time.

Verizon Enhances Customer Engagement with Google Cloud’s Intelligent Virtual Agents

Verizon has also implemented several gen AI-powered customer-facing experiences that give users personalized, natural, and conversational support. These experiences are built within Conversational Agents and are powered by Google’s Gemini models. They enable Verizon’s customers to have natural language conversations with virtual assistants via phone or chat, such as on the My Verizon app. These intelligent virtual agents help customers resolve complex problems through intuitive dialogue, guided by simple, natural language instructions reflecting Verizon’s business practices.

“Our collaboration with Google Cloud and the integration of Gemini into our customer care platforms mark a significant advancement in our commitment to providing exceptional customer experiences,” said Sampath Sowmyanarayan, chief executive officer, Verizon Consumer. “The tangible results demonstrate the power of AI to enhance efficiency and empower our customer care teams.”

“The impact of Gemini on Verizon’s customer service operations is a testament to our deep partnership and Verizon’s commitment to continued innovation,” said Thomas Kurian, chief executive officer, Google Cloud. “These results demonstrate the potential of AI to not just improve operations, but to create more meaningful and helpful interactions for customers everywhere, ultimately driving significant value for businesses.”

Google Cloud will continue to work with Verizon, leveraging the Customer Engagement Suite and its updated capabilities to enable new experiences across every business touchpoint. This next generation of the suite, powered by Gemini, will simplify how users create and deploy gen AI and convert each customer interaction into a brand-building opportunity, fostering stronger customer relationships for Verizon.

This news highlights the strong and evolving partnership between Google Cloud and Verizon, focused on driving innovation and delivering transformative solutions for customers. By leveraging Google Cloud’s cutting-edge AI capabilities and Verizon’s leading network and extensive customer engagement platforms, the two companies are setting new standards for customer service excellence.

About Google Cloud

Google Cloud is the new way to the cloud, providing AI, infrastructure, developer, data, security, and collaboration tools built for today and tomorrow. Google Cloud offers a powerful, fully integrated and optimized AI stack with its own planet-scale infrastructure, custom-built chips, generative AI models and development platform, as well as AI-powered applications, to help organizations transform. Customers in more than 200 countries and territories turn to Google Cloud as their trusted technology partner.

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SOURCE Google Cloud

Companies join forces to help drive innovation in both networking and security—simplifying operations while delivering more visibility, control and protection.Infoblox Universal DDI™, the only network services solution providing best-of-breed DNS, DHCP and IPAM services, now integrates with Google’s Cloud WAN, to help ensure maximum performance, simplicity and resiliency.Google Cloud’s new DNS Armor, powered by Infoblox, natively provides robust and preemptive detection of malicious activity for Google Cloud workloads.

SANTA CLARA, Calif., April 9, 2025 /PRNewswire/ — Infoblox, a leader in cloud networking and security services, today announced it is collaborating with Google Cloud to simplify enterprise networking and security while helping organizations accelerate their cloud transformation journeys. Infoblox and Google Cloud are offering two new solutions to help enterprises address challenges in hybrid, multi-cloud networking and cybersecurity:

Infoblox Universal DDI™ for Google’s Cloud WAN is a fully integrated solution that combines the world-class, global Google Cloud Cross-Cloud Network infrastructure with Infoblox’s industry-leading DNS and DHCP capabilities to transform enterprise networking.

Google Cloud DNS Armor, powered by Infoblox, is a next-generation, native Protective DNS solution that provides robust and preemptive detection of malicious activity for Google Cloud workloads.

“The partnership with Google Cloud represents a strategic milestone in our commitment to innovation and mission to enhance cloud networking and security,” said Scott Harrell, president and CEO, Infoblox. “It’s a testament to the critical role that Protective DNS and DDI services play in managing and securing today’s hybrid multi-cloud environments. Infoblox and Google Cloud are providing enterprises with tightly integrated, cloud-first solutions that enable secure connectivity while also reducing operational overhead. Together, our technologies are used to manage critical workloads at nearly every Fortune 100 company.”

“At Google Cloud, we are committed to building a cloud infrastructure with global scale that helps simplify operations for our customers,” said Muninder Singh Sambi, VP/GM, Networking, Google Cloud. “Enabling a resilient and secure network is a critical component of that vision—bridging networking and security to help ensure seamless connectivity and performance. Infoblox has long been a leader in DDI and Protective DNS innovation, making them the ideal partner to help us deliver enterprise-grade network services in the cloud. By integrating Infoblox’s technology into Google Cloud, we’re making it easier for organizations to modernize, connect and scale their global operations with confidence.”

As businesses today face growing challenges to simplify operations, strengthen security and stay agile, they require a more streamlined, integrated approach to networking and security.

“The partnership between Infoblox and Google Cloud marks a major leap forward in enterprise networking and security,” said Alfredo Rodriguez, vice president, cloud platform infrastructure, Sabre Corporation. “By uniting their expertise, they are delivering scalable, intelligent solutions that simplify branch operations, fortify defenses and enable agile, efficient cloud connectivity.”

Infoblox Universal DDI for Google’s Cloud WAN

The Infoblox Universal DDI integration with Google’s Cloud WAN allows organizations to quickly deploy Universal DDI’s NIOS-X as a Service with ease. Infoblox Universal DDI for Google’s Cloud WAN provides infrastructure-free DNS and DHCP services, anywhere in the world, tightly integrated with the Google Cloud Cross-Cloud Network. The combination provides enterprises modernizing their infrastructure with enhanced performance, resiliency and scale across the globe.

These integrated services greatly simplify infrastructure deployment and management, reducing total cost of ownership while helping to ensure the efficient delivery of applications, workloads and services to branches, data centers and users worldwide. This fully integrated, centrally managed solution unifies enterprise backbones, SD-WANs and enterprise-grade critical network services. And, when combined with Infoblox security offerings, Infoblox Universal DDI can be used as a single interception point to deploy consistent security policies across an entire hybrid cloud infrastructure.

Infoblox Universal DDI for Google’s Cloud WAN is available in the Google Cloud Marketplace.

DNS Armor, powered by Infoblox

DNS Armor from Google Cloud leverages Infoblox’s deep expertise in protective DNS and DNS-centric threat intelligence to secure cloud workloads, delivering simplified, scalable threat detection. The solution provides enhanced and preemptive security designed to integrate seamlessly without increasing operational complexity. It allows customers to inspect DNS communications for malicious activity, such as ransomware, command and control, data exfiltration, Zero Day DNS threats, domain generation algorithms and more.

Infoblox’s technology powers the DNS Armor service, and customers can activate and configure DNS threat detection directly on the Google Cloud console. Administrators can monitor DNS queries and access real-time DNS threat logs that enable early threat detection and a proactive security posture. DNS Armor can detect attacks 63 days before other solutions. The solution is easy for any Google Cloud customer to activate within the Google Cloud console.

“As cyber threats grow more sophisticated, the collaboration between Infoblox and Google Cloud delivers a game-changing approach to network security,” said Bob Walker, senior domain network engineer, Lloyds Banking Group. “Google Cloud’s DNS Armor, powered by Infoblox, harnesses the best of both technologies—cutting-edge DNS threat intelligence and scalable cloud architecture—to provide enterprises with robust protection against emerging threats.”

“Infoblox powers Google Cloud’s DNS Armor with intelligence beyond just a DNS block list—tracking activity of potential adversaries to uncover and flag every corner of their malicious network,” said Chris Kissel, research vice president, security and trust, IDC. “The first challenge to cybersecurity is it’s typically reactive, and DNS Armor, powered by Infoblox, provides a preemptive solution to securing cloud workloads that doesn’t add additional complexity or compute.”

For more information on Infoblox and Google Cloud’s partnership, check out the Infoblox Universal DDI for Google’s Cloud WAN launch blog and the Google Cloud DNS Armor, powered by Infoblox launch blog.

About Infoblox
Infoblox unites networking, security and cloud to form a platform for operations that’s as resilient as it is agile. Trusted by 13,000+ customers, including 92 of the Fortune 100, we seamlessly integrate, secure and automate critical network services so businesses can move fast without compromise. Visit infoblox.com, or follow us on LinkedIn.

Media Contact:
Ariel Roop
Head of Global Communications
pr@infoblox.com

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Designation ensures a non-HIPAA covered Consumer-Facing Application adheres to the industry’s highest
standards and best practices while securely protecting and managing personally identifiable health
information

WAYNE, Pa.  , April 9, 2025 /PRNewswire/ — YoCierge Inc, a medical record retrieval company for the legal industry, announced today it has achieved Electronic Healthcare Network Accreditation Commission (EHNAC)-governed CARIN Code of Conduct for Consumer-Facing Applications Accreditation from DirectTrust®️.

Through a comprehensive independent third-party review, DirectTrust evaluated YoCierge Inc. for compliance with the CARIN Alliance Code of Conduct for Consumer-Facing Applications to ensure the application provides trusted, secure access and exchange of protected health information to all necessary stakeholders. The evaluation wholly examined application transparency, consent, use and disclosure, individual access, security, provenance, accountability and education for patients, providers, health plans, third party app developers and others.

“By achieving the CARIN Code of Conduct for Consumer-Facing Applications Accreditation from DirectTrust, YoCierge Inc has demonstrated their ability to provide consumers with secure and trusted access to their personal health data,” said Scott Stuewe, President and CEO, DirectTrust. “Attaining this accreditation is a significant achievement for YoCierge Inc in that it gives all healthcare stakeholders full confidence in the ability to exchange private and sensitive health information via an application that voluntarily sought verification to advance consumer-directed exchange.”

“At YoCierge, trust, transparency, and security have always been at the core of how we serve our clients. Earning the CARIN Code of Conduct for Consumer-Facing Applications accreditation from DirectTrust is not just a milestone—it’s a reflection of our deep commitment to protecting consumer health data and upholding the highest standards in data privacy and interoperability. We chose to pursue this accreditation with DirectTrust because of their industry leadership and rigorous standards, which align closely with our mission..” said George Bessenyei, CEO of YoCierge Inc.

About YoCierge

YoCierge is a premier provider of medical records retrieval and other legal support services, dedicated to empowering law firms with efficient, cost-effective, and secure solutions. By leveraging cutting-edge technology, YoCierge simplifies complex processes, enabling law firms to focus on what they do best—serving their clients. To learn more, visit: yocierge.com

About DirectTrust® 
DirectTrust® is a non-profit, vendor-neutral alliance dedicated to establishing trust in a connected world. The organization serves as a forum for a consensus-driven community focused on health communication and cybersecurity, an ANSI standards development organization, an accreditation and certification body governed by EHNAC, and a developer of technical trust frameworks and supportive services for secure information exchange like Direct Secure Messaging and identity-verified credentials.

The goal of DirectTrust is to develop, promote, and, as necessary, help enforce the rules and best practices necessary to maintain privacy, security, and trust for stakeholders across and beyond healthcare. In addition, DirectTrust is committed to fostering widespread public confidence in the interoperable exchange of health information while promoting quality service, innovation, cooperation, and open competition in healthcare. To learn more, visit: DirectTrust.org.

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SOURCE Yocierge