Resolve customer calls proactively
Real-world thread: google's case study reports 30% of calls resolved and issues resolved 87% faster, following tELUS uses Gemini Enterprise for CX agents to proactively resolve customer calls.
- Agent or tool
- Gemini
- Topic
- Productivity
- Reported on
- Blog
- Added
- 2026-10-15
Why it matters
Small, repetitive tasks eat more of the week than anyone likes to admit. Cases like this show an agent taking a chore off someone's plate end to end, not just suggesting what to do. It is one of 196 sightings filed under Productivity on Agent Sightings (number 155 by interest), and one of 14 involving Gemini.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Gemini or any similar agent and adjust the details to your situation.
Help me resolve customer calls proactively. Break it into steps, show your work, and wait for confirmation before anything irreversible, paid, or outbound.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Blog: https://cloud.google.com/customers/telus-gemini-enterprise-cx. Our summary is a paraphrase; details are in the source.
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