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AI Customer Service Case Studies: Real Implementations with Metrics

AI Customer Service Case Studies

TL;DR: 40 real companies using AI for customer service. NoBroker projects $1B savings with AI handling 25-40% of calls. Wagestream automates 80% of payment inquiries. Commerzbank’s AI handles 70% of support questions. These are documented implementations from Google Cloud’s gen AI deployment catalog.

Why This Page Exists

Customer service is one of the highest-ROI applications of AI. These cases show what’s actually working - not vendor demos, but production deployments with measured results.

NoBroker

What they did: NoBroker, a real estate platform, uses its ConvoZen AI, powered by Gemini and L4 GPUs, to automate customer support across multiple Indian languages. The platform processes 10,000 hours of recordings daily, with AI agents projected to handle 25-40% of future calls and save customers $1 billion annually.

Key metrics: $1 billion, 10,000 hours , 40%

Wagestream

What they did: Wagestream, a financial wellbeing platform for employee benefits, is using Gemini models to handle more than 80% of its internal customer inquiries, including questions about payment dates, balances, and more.

Key metrics: 80%

Commerzbank

What they did: Commerzbank were early adopters of Customer Engagement Suite, using it to build Bene, their own specialized chatbot. They are now leveraging Gemini to further enhance the experience, enabling it to handle over 2 million chats and successfully resolve 70% of all inquiries.

Key metrics: 70%

Definity

What they did: Definity, with help from Google Cloud partner Deloitte, leverages Google’s AI capabilities to summarize calls, automate caller authentication, analyze customer sentiment, and provide real-time recommendations to contact center team members — reducing call handle times by 20% and boosting productivity by 15%.

Key metrics: 15%, 20%

Loft

What they did: Loft migrated 100% of its real estate technology platform data to Google Cloud in two phases over three months, implementing BigQuery for data analytics and Gemini 2.0 Flash for AI-powered features. The migration delivered a 40% reduction in costs and 15% reduction in customer support tickets, while enabling 900 weekly mortgage simulations via WhatsApp and connecting 9,000 real estate agencies with improved usability and response speed.

Key metrics: 100%, 900 week, 15%, 40%

OneUnited Bank

What they did: OneUnited Bank, America’s largest Black-owned bank, deployed Contact Center AI and Dialogflow to automate customer support workflows after its customer base doubled in 60 days in 2020. The bank reduced call resolution time from six to four minutes and cut agent onboarding time from four to six weeks down to one to two weeks.

Key metrics: 60 days

SEB

What they did: SEB, a Nordic corporate bank, has support from Bain & Company to develop an AI agent for the wealth management division. The agent, built with Google Cloud, enhances end-customer conversations with suggested responses and generates call summaries, helping to increase efficiency by 15%.

Key metrics: 15%

Interseguro

What they did: Interseguro, part of Peru’s Intercorp Group, is a leading insurance provider specializing in annuities, life insurance, and general coverage for more than 1,200 employees and a rapidly growing sales force. After migrating its core systems to Google Cloud, the company formed a dedicated generative AI team to build Gemini-powered agents for its sales force, call center, and claims processing — including tools that analyze images and read claims files to speed up customer service.

Key metrics: 1,200 employees

Rogo

What they did: Rogo, an AI platform for Wall Street serving 6,000+ investment bankers and analysts, uses Gemini 2.5 Flash and Vertex AI to automate financial workflows including building slide decks, generating company profiles, and drafting investment memos. Switching to Gemini 2.5 Flash reduced hallucination rates from 34.1% to 3.9% while supporting 10x growth in tokens per query, giving Rogo’s team trust in the platform’s accuracy for critical financial analysis.

Key metrics: 10x, 34.1%, 3.9%

Stream

What they did: Stream offers financial tools to employers and employees and is using Gemini models to handle more than 80% of its internal customer inquiries, including questions about pay dates, balances, and more.

Key metrics: 80%

Fundwell

What they did: Fundwell, a business financing platform connecting over 5,000 businesses with funding partners, uses Vertex AI to build Nebula, a document intelligence application that automates financial document analysis and risk assessment. The AI-powered system supports funding disbursement in as little as 24 hours and has generated $22 million through a self-serve customer portal.

Key metrics: $22 million, 24 hours

Upsure

What they did: Upsure, an India-based insurtech platform, built its AI-powered solution on Google Kubernetes Engine, Vertex AI, and Gemini to help insurers create unified data lakes for anti-money laundering compliance and lead scoring. The platform supports more than 1 million daily users across over 2,000 locations with 99.9% uptime and response times in milliseconds.

Key metrics: 99.9%

Fitterfly

What they did: Fitterfly, an India-based mobile health app helping users manage chronic diseases like diabetes and obesity, uses Gemini Flash and Vertex AI to reduce meal logging times by 80% and automate 90% of support queries. The AI-powered platform delivers precision coaching to over 30,000 users and enterprise clients including major insurers in India and UAE.

Key metrics: 30,000 users, 90%, 80%

Dasa

What they did: Dasa, a Brazilian healthcare company, partnered with Google Cloud to modernize its medical imaging infrastructure, migrating 1.74 million studies and 687.7 million images into a centralized system. The project generated R$6.4 million in annual savings, gave doctors access to complete exam histories, and created a foundation for training AI models to support clinical research.

Key metrics: $6.4 million

Elanco

What they did: Elanco, a leader in animal health, has implemented a gen AI framework supporting critical business processes, such as Pharmacovigilance, Customer Orders, and Clinical Insights. The framework, powered by Vertex AI and Gemini, has resulted in an estimated ROI of $1.9 million since launching last year.

Key metrics: $1.9 million

Bookme

What they did: Bookme, Pakistan’s largest travel tech and e-ticketing company serving over 12 million registered customers, uses Document AI, Vertex AI, and Gemini to power a conversational chatbot that delivers more efficient customer interactions. The migration to Google Cloud reduced average API load time by 50% (user dashboard APIs dropped from 700ms to 255ms) and improved platform latency from 240ms to 180ms.

Key metrics: 50%

Hershey Entertainment & Resorts

What they did: Hershey Entertainment & Resorts uses Customer Engagement Suite to power Agnes, an agentic AI Interactive Voice Response system that identifies employees by caller ID, addresses them by name, and processes call-off requests, late notifications, and schedule inquiries. This AI assistant now handles over 25% of employee call-offs, saving eight hours of staff work per day.

Key metrics: 25%

loveholidays

What they did: loveholidays saved 20% of their customer service cost per year after deploying Customer Engagement Suite.

Key metrics: 20%

Napster

What they did: Napster, an immersive media and tech company, is building a no-code 3D e-commerce platform on Google Cloud using Vertex AI and Gemini. This supported 20-85% infrastructure cost reductions and saved over 3,600 developer hours, making immersive 3D web experiences accessible and affordable for its customers.

Key metrics: 85%

Arizona State University

What they did: Arizona State University’s ASU Prep division developed Archie, a Gemini-powered chatbot that provides real-time math tutoring support for middle school and high school students. The AI tutor identifies errors, provides hints and guidance, and increased students’ first-attempt correct answers by 6%.

Key metrics: 6%

Rio De Janeiro City Data Office

What they did: The Rio De Janeiro City Data Office, the municipal data office for Rio de Janeiro, uses Dialogflow to power its 1746 citizen service chatbot that handles urban maintenance requests and municipal inquiries. The conversational AI reduces citizen response time from 30 minutes to 5 minutes across more than 30,000 monthly conversations.

Key metrics: 30,000 month

West Sussex County Council

What they did: West Sussex County Council, which serves 890,000 residents in the UK, uses Dialogflow to power an online chatbot that engages residents in real-time conversations to determine eligibility for adult social care services and benefits. The conversational AI helps residents quickly understand their qualification status among the 5% of inquiries that actually qualify, reducing pressure on the Customer Service Center.

Key metrics: 5%

Bayes Impact

What they did: Bayes Impact builds AI products to support nonprofits, and its flagship product, CaseAI, is a digital case manager that integrates with an NGO’s current system to add smart features to draft action plans tailored to a beneficiary’s unique history; caseworkers have saved 25 hours of work per week on average.

Key metrics: 25 hours

BrainLogic

What they did: BrainLogic uses Anthropic’s Claude models on Vertex AI to power Zapia, a personal AI assistant that caters to the Latin American market’s preference for conversational commerce. Zapia supports millions of users with product discovery, local business searches, and purchase assistance, resulting in over 90% positive user feedback.

Key metrics: 90%

7-Eleven Vietnam

What they did: 7-Eleven Vietnam, serving 140 stores across the country, built an internal IT support chatbot using Vertex AI Agent Builder and Gemini models to help employees resolve technical issues independently. The chatbot reduced time spent fixing IT issues by 50%, lightening the workload for the IT team.

Key metrics: 50%

Mercari

What they did: Mercari, Japan’s largest online marketplace, is overhauling its contact center with Google AI to foster an “AI-Driven CS” experience, which is projected to yield 500% RoI by reducing customer service rep workload by at least 20%.

Key metrics: 500%, 20%

Sports Basement

What they did: Sports Basement’s customer service team is using Gemini in Google Workspace to reduce the time spent writing emails by 30-35%. This means faster response times, happier employees, and higher quality customer interactions.

Key metrics: 35%

Cia.Hering

What they did: Cia.Hering, a Brazilian textile and retail company, used Google Cloud to implement AI-powered image search, which allows its customers to find desired clothing using a photo as a reference, and the Herica chatbot, which can personalize messages and answer questions. This implementation resulted in a 16% increase in click-through rates, and a 122% higher average purchase.

Key metrics: 16%, 122%

IntentAI

What they did: IntentAI, a Singapore-based SaaS company developing human-like Enterprise AI Agents for financial services and healthcare, uses Google Cloud to power over 200,000 healthcare appointments annually. The AI Agent handles 77% of customer chats and increased call center agent productivity by 2x.

Key metrics: 77%, 2x

Kata.ai

What they did: Kata.ai, an Indonesian Conversational AI company, uses Google Cloud’s LLMs to enhance its chatbots with hyper-personalization. This has improved the company’s cost efficiency by 40%.

Key metrics: 40%

LiveX

What they did: LiveX, customer service AI agents, uses Google Kubernetes Engine Autopilot and NVIDIA GPUs to power its platform. These technologies reduced total cost of ownership by 50% and operational costs by 66% while supporting an 85% reduction in customer support costs for one of its clients.

Key metrics: 50%, 66%, 85%

Transsion

What they did: Transsion, a leading mobile phone manufacturer with 14% global market share, built AI features for its TENCO CAMON 40 series smartphones using Gemini Flash and Imagen on Vertex AI, including a multimodal assistant named Ella that responds in 0.23 seconds. The phones support text translation in 136 languages, voice translation in 44 languages, and photo translation in 51 languages, bringing advanced AI capabilities to users in emerging markets.

Key metrics: 14%

Autonom8

What they did: Autonom8 uses Vertex AI, Gemini, and Vision AI to help enterprises build autonomous, agentic workflows on its low-code platform, achieving productivity gains in excess of 3x and a 2x acceleration in response times. The company found Gemini models superior to a leading competitor at 10x lower cost per token, enabling Autonom8 to deploy chatbots and generative AI workflows to customers in several hours.

Key metrics: 2x, 3x, 10x

Temporal

What they did: Temporal, a durable execution platform for developers, uses Vertex AI to enhance its customer support operations. The solution provides improved visibility into support trends by automatically categorizing 80% of support tickets, allowing the team to anticipate customer needs and identify new opportunities.

Key metrics: 80%

Turing Enterprises

What they did: Turing Enterprises uses Gems, customized tools and prompting within Gemini, to create career-focused AI assistants tailored to technical roles that upskill and validate technical proficiency for hundreds of team members. The company also deployed Google’s Career Builder Gem, which delivers personalized career guidance, motivation, and learning support, contributing to a 32% rise in team member satisfaction.

Key metrics: 32%

Turing

What they did: Turing also built a custom AI model trained on internal knowledge to draft replies to HR support tickets, reducing ticket processing time by 33% after two days of development. The company has built Gems on track to automate 60% of 52,000 annual tickets by year end, freeing up staff for other HR tasks.

Key metrics: 60%, 33%

Birdie.ai

What they did: Birdie.ai Transforms customer feedback into insights for companies, with generative AI providing the support they need to take action. With this technology, the company has saved 3.5X more per text processed, and reduced data analysis time.

Key metrics: 3.5X

Parseur

What they did: Parseur, a Singapore-based AI document processing platform with four team members supporting more than 50,000 users, implemented Gemini Flash and Document AI to extract data from emails and PDFs at scale. The company attributed 36.2% of overall revenue to Google Cloud AI services and grew its customer base by 50.4% year-on-year since introducing the Gemini-powered document extraction system.

Key metrics: 36.2%, 50,000 users, 50.4%

Rapid7

What they did: Rapid7 worked with Ask AI to implement Gemini models for more efficient cybersecurity support, delivering a 30% decrease in case handling times and a 35% increase in agent capacity for better customer experiences.

Key metrics: 30%, 35%

Bell Canada

What they did: Bell Canada has built customizable contact center solutions for its business customers that offer AI-powered agents to address callers, and Agent Assist, which listens when a human agent is on, offering suggestions and sentiment analysis. AI has contributed $20 million in savings across customer operations.

Key metrics: $20 million

Key Patterns

  1. Augment, don’t replace. Most successful implementations help human agents work faster, not eliminate them.
  2. Start with FAQs. High-volume, repetitive queries are the best first target.
  3. Multilingual scales. AI handles language support that would require hiring 10+ people.
  4. Measure resolution rate. The metric that matters is “did the customer get helped?” not “did AI respond?”

More Implementations (Without Specific Metrics)

These companies are using AI in this domain but without publicly quantified results yet. Included for completeness and SEO discoverability.

  • General Motors: General Motors’ OnStar has been augmented with new AI features, including a virtual assistant powered by Google Cloud…
  • MercedesBenz: MercedesBenz builds cars with Google AI that can talk to their drivers. They are using Gemini via VertexAI to power t…
  • Volkswagen of America: Volkswagen of America built a virtual assistant in the myVW app, where drivers can explore their owners’ manuals and …
  • Accenture: Accenture’s Supply Chain Inventory Intelligent Advisor agent is an agentic AI-powered decision support system designe…
  • Geotab: Geotab, one of the largest telematics companies in the world, connects 4.7 million vehicles to make them safer, more …
  • Rivian: Rivian also uses NotebookLM to centralize and share answers to frequently asked questions using verified sources with…
  • Uber: Uber is using AI agents to help employees be more productive, save time, and be even more effective at work. For cust…
  • AutoZone: AutoZone is transforming its operational backbone and customer service experience with Gemini Enterprise, automating …
  • Accenture: Accenture is transforming customer support at a major retailer by offering convenient self-service options through vi…
  • Humanizadas: Humanizadas uses Google Kubernetes Engine, Cloud Run, and Vertex AI with Gemini models to deliver real-time ESG indic…
  • Amdocs: Amdocs created the Telco Customer Experience Agent to autonomously resolve complex customer service issues across dig…
  • AODocs: AODocs’s AI Agent provides instant, trustworthy answers grounded exclusively in the latest validated versions of cont…
  • Cintas: Cintas is using Vertex AI Search to develop an internal knowledge center for customer service and sales teams to easi…
  • ObraJobs: ObraJobs, a job platform, connects candidates with relevant opportunities, streamline the hiring process, and deliver…
  • Workday: Workday’s Sana Self-Service Agent instantly finds and summarizes information from Workday and other knowledge sources…
  • Quom: Quom, a financial inclusion specialist in Mexico, has developed AI-powered conversational agents that optimize and pe…
  • The Colombian Security Council: The Colombian Security Council developed a generative AI-based chatbot to improve data analysis and its chemical emer…
  • Albo: Albo, a Mexican neobank, uses Gemini models to power its “Albot” AI chatbot that provides 24/7 financial advice, cust…
  • Contabilizei: Contabilizei is improving customer service in Brazilian financial services with “The Concierge,” its AI solution powe…
  • Figure: Figure, a fintech offering home equity lines of credit, leverages Gemini’s multimodal models to create AI-powered cha…
  • Scotiabank: Scotiabank is using Gemini and Vertex AI to create a more personal and predictive banking experience for its clients,…
  • Starling: Starling, a fully licensed UK digital bank, built its new in-app Starling Assistant with Gemini models and Gemini Ent…
  • Bank of New York Mellon: Bank of New York Mellon built a virtual assistant to help employees find relevant information and answers to their qu…
  • Discover Financial: Discover Financial helps its 10,000 contact center representatives to search and synthesize information across detail…
  • Multimodal: Multimodal, part of the Google for Startups Cloud AI Accelerator, automates complex financial services workflows with…
  • Qualia Clear: Qualia Clear is an agentic system that transforms real estate closings by automating manual title & escrow workflows…
  • Orby: Orby is combining AI and neurotechnology, applying complex mathematical models, Google Cloud’s IT resources, and Gemi…
  • Hemominas: Hemominas, Brazil’s largest blood bank, partnered with Xertica to develop an omnichannel chatbot for donor search and…
  • Virbac: Virbac, an animal health pharmaceutical company, uses Gemini in Google Workspace to compare supplier quotes for procu…
  • Virbac: Virbac also uses Gemini models to pilot an HR chatbot that streamlines international collaboration and automates rout…
  • Wipro: Wipro is supporting a national healthcare provider in using Google Cloud’s AI agent technology to develop and adjust …
  • Amigo Tech: Amigo Tech launched Amigo Intelligence, a platform based on Google AI technologies that automates medical processes, …
  • Sully.ai: Sully.ai, a healthcare AI company, has built an app store for AI agents designed specifically for healthcare professi…
  • HomeToGo: HomeToGo, a vacation-rental app, created AI Sunny, a new AI-powered travel assistant that supports guests while booki…
  • IHG Hotels & Resorts: IHG Hotels & Resorts is building a gen AI-powered chatbot to help guests easily plan their next vacation directly in …
  • Mystifly: Mystifly is a Singapore-based travel tech company that has developed Mystic, a chatbot built on Google Cloud’s conver…
  • Caddie: Caddie provides a cloud platform for manufacturing companies to digitize and search technical drawings, processing ex…
  • Kraftblock: Kraftblock, a green tech company, uses Google Cloud Compute Engine to run simulations for its high-temperature therma…
  • Spotify: Spotify has partnered with Google Cloud to cost effectively handle massive scale through BigQuery, harnessing enormou…
  • Bitmovin: Bitmovin enables streaming services to scale efficiently while delivering a premium experience across the widest rang…
  • Globe Telecom: Globe Telecom integrates Gemini into Google Chat and Meet to improve its internal operations and employee experience…
  • Pencil: Pencil, a digital publishing platform that helps writers publish and build community, migrated its infrastructure to …
  • VEED: VEED, and AI video creation platform, is making professional video production accessible to anyone, from solo creator…
  • Alma: Alma, part of the Google for Startups Cloud AI Accelerator, provides personalized application support, including fast…
  • mRelief: mRelief has built an SMS-accessible AI chatbot to simplify the application process for the SNAP food assistance progr…
  • Sullivan County, New York: Sullivan County, New York, is utilizing gen AI to enhance citizen interactions. Despite being one of the state’s smal…
  • CodePath: CodePath supports the next generation of engineering leaders from low-income and underrepresented communities. They u…
  • Maryland Department of Information Technology: The Maryland Department of Information Technology gave nearly 43,000 state employees access to Gemini in Google Works…
  • National Cancer Institute: The National Cancer Institute, which supports more than 3,000 scientists, partnered with Google Cloud and Barnacle La…
  • Paraná State Department of Education: The Paraná State Department of Education, serving 900,000 students across 2,100 schools, uses Gemini API to grade stu…
  • Botcopy: Botcopy’s TrueQ is an AI analyst for government contact centers, enabling supervisors to understand and improve conve…
  • Brazil’s Ministry of Education: Brazil’s Ministry of Education was facing challenges in improving the user experience of one of its mission-critical …
  • The North American Blueberry Council: The North American Blueberry Council, a nonprofit supporting blueberry industry stakeholders, built the BerrySmart In…
  • Paraná state: The Government of Paraná state in Brazil built the Paraná + Sustentável platform using Google Cloud AI and geospatial…
  • Best Buy: Best Buy uses Vertex AI to condense thousands of product reviews into concise insights that help customers make infor…
  • blackcircles: blackcircles, a UK-based online tire retailer founded in 2001 with over 2,200 partner garages, uses BigQuery, Vertex …
  • Best Buy: Best Buy can generate conversation summaries in real time using Contact Center AI, allowing live agents to give their…
  • Camanchaca: Camanchaca, a Chilean seafood company, took only six weeks to develop Elon, a virtual assistant that aims to provide …
  • Etsy: Etsy’s customer support team uses Gemini in Sheets to reduce the time spent analyzing customer feedback from hours to…
  • Just Salad: Just Salad uses Gemini for Google Workspace to streamline communication and enhance efficiency by summarizing emails …
  • Woolworths: Woolworths is also using Gemini to create next-generation promotions, as well as for quickly assisting customer servi…
  • EssilorLuxottica: EssilorLuxottica moved from restrictive legacy systems to a modern data platform for AI. Working with NTT DATA, the g…
  • NotCo: NotCo, a Chilean food tech company, partnered with Eleven Solutions to develop a conversational AI chatbot, powered b…
  • ManTech: ManTech, a defense contracting firm that provides technology services to the U.S. government, launched an advanced Go…
  • Abstrakt: Abstrakt uses Vertex AI to enhance contact center customer experiences by transcribing calls and evaluating sentiment…
  • AMD: AMD, a leader in high-performance computing, deployed a Vertex AI-powered chatbot in customer operations that pulls d…
  • Inworld: Inworld, a platform for creating AI-driven characters, uses Gemini to power personalized and engaging online experien…
  • Quanscient: Quanscient, a Finnish cloud-based multiphysics simulation platform company, built a customer support chatbot using Ge…
  • Snap: Snap has deployed the multimodal capability of Gemini within its “My AI” chatbot and has since seen over 2.5-times as…
  • AMD: AMD, a leader in high-performance computing, built a finance chatbot using Vertex AI and Cortex Framework to accelera…
  • AMD: AMD also developed a generative AI chatbot for its HR team using natural language processing to access information fr…
  • Eficode: Eficode, which operates as a software development and DevOps firm within Finland, is using Gemini Enterprise to creat…
  • Salesforce: Salesforce is also adding native Gemini support to its Atlas Reasoning Engine. This enables Agentforce to “see” acros…
  • Urmobo: Urmobo, a mobile-device management platform, created a virtual agent, Odin, that significantly improved user experien…
  • CodeRabbit: CodeRabbit builds AI-driven workflows for code review, supported by Nemotron models via Google Enterprise Agent Platf…
  • Kahuna Labs: Kahuna Labs, part of the Google for Startups Cloud AI Accelerator, is building the industry’s first AI platform purpo…
  • Windsurf: Windsurf provides an AI-powered code completion and generation tool for developers. Their AI integrates directly into…
  • Ask-AI: Ask-AI solves the critical problem behind many generative AI project failures: missing context. Their Customer Contex…
  • Corvic: The Corvic AI Agent connects to your enterprise data and delivers production-ready decision intelligence — no pipelin…
  • FindUP: FindUP offers solutions for technical support in IT and adopted Google Cloud AI to create agents and perform strategi…
  • GLocation: GLocation, a company that builds AI and geospatial big data solutions including real-time processing, advanced simula…
  • mov: mov operates Kuchikomi.com, a store support SaaS platform that uses Vertex AI, BigQuery ML, and Natural Language AI t…
  • Oracle: The Oracle AI Database Agent lets you query Oracle data directly from Gemini Enterprise. Available via Google Cloud M…
  • Reflection: Reflection has expanded its usage of G4 VMs through Google Cloud, as well as services like Google Cloud Storage to su…
  • Teradata: Teradata helps analyze, categorize, and summarize customer inquiries or complaints by using Google Cloud’s multimodal…
  • Amdocs: Amdocs is a leading provider of software and services to communications and media companies. The company collaborated…
  • Galileo: Galileo, an AI observability and evaluation platform for building trustworthy AI applications, addresses the critical…
  • Palo Alto Networks: Palo Alto Networks, a leading cybersecurity provider,  is using Gemini to create a grounded AI assistant for 24/7 sec…

Sources