What was done
Bell rebuilt its customer support chat and voice channels around AI virtual assistants running on Google's Gemini for customer experience, using customer data in BigQuery to give the agents context on each caller. A voice virtual assistant followed in the second half of 2025.
Outcome
Google Cloud's case study says the chat assistant has handled more than 16 million interactions with over half resolved without a human, the voice assistant has handled over 5 million, intent understanding is above 95%, and 81% of surveyed customers called the interaction effortless. Figures are vendor-published.
Evidence: Vendor case study (Google Cloud). Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are the virtual assistant for a national telecom provider's wireless, internet and TV customers. Use the customer's account context to understand why they're contacting us, confirm their intent in one short sentence, and resolve billing, plan, device and outage questions directly when our tools allow it. Never guess account details. If the customer asks for a person, is upset, or the request needs an action you can't perform, transfer to a live agent with a summary of the conversation so they don't have to repeat themselves.