Give voice and chat support agents 60 days of customer memory

AT&T replaced its old flow chart call routing with AI. Mark Austin, its VP of data science and AI, compared the old setup to a barista who never remembers your order. BigQuery now reads a caller's history to guess why they are calling and route them to the right place or to a specialist. Callers sent to the virtual assistant talk to Gemini agents that remember up to 60 days of contact across the web, stores and phone. The company reports roughly 20% better call containment up front, 20% more inquiries fully automated, roughly $150 million in yearly savings and a higher Net Promoter Score. The figures come from a case study that Google, the vendor, published.