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Quick Overview

This case study interview, produced by Google Cloud Tech, features Product Manager Gabriela Pérez and Engineering Manager Gastón Follonier from Personal Argentina. They discuss Personal's collaboration with Google Cloud Consulting and Globant to build and deploy an agentic customer service platform.

Key Points

  • 1.Personal developed Concierge, an agentic artificial intelligence platform powered by generative AI that autonomously resolves complex customer inquiries.
  • 2.The Concierge platform has processed over two million customer interactions with an effectiveness rate exceeding 87 percent in identifying interactions.
  • 3.The solution integrates Google Cloud products including Customer Engagement Suite, Contact Center AI, and Gemini models via Vertex AI.
  • 4.Personal partnered with Globant for agile execution and development of use cases, while Google Cloud Consulting provided architectural guidance and technical support.
  • 5.The system uses custom voice technology and natural language processing to deliver more agile and natural customer service across channels.

Summary

Personal, the telecommunications brand of Telecom Argentina supporting over 35 million active connections, faced the challenge of modernizing its customer resolution workflows. Although its existing interactive voice response system already handled millions of contacts each month, company leaders sought to move beyond conventional bots. Engineering Manager Gastón Follonier and Product Manager Gabriela Pérez explain that Personal required a system capable of contextual reasoning, real-time data processing, and direct integration with core business operations.

To meet these requirements, Personal developed an agentic platform called Concierge. Built on generative AI, Concierge coordinates an ecosystem of autonomous agents designed to resolve complex service inquiries end to end. The platform incorporates a customized synthetic voice to ensure conversational interactions feel natural, while using Google Cloud's natural language processing capabilities and flexible omnichannel architecture.

The underlying technical infrastructure relies on the Google Cloud Customer Engagement Suite, including Contact Center AI, alongside Gemini models deployed through Vertex AI. Strategy was directed by Personal, with Globant providing development agility and use case implementation. Google Cloud Consulting architects supported the project to build a scalable and robust technical foundation.

Since deployment, Concierge has processed more than two million customer interactions, reaching an identification effectiveness rate of over 87 percent. The team highlights the milestone of achieving fully autonomous complex issue resolution and plans to continue evolving Concierge to expand its conversational intelligence capabilities.

Context and Objectives

Personal, the service ecosystem of Telecom Argentina with over 35 million active connections, sought to evolve beyond traditional automated response systems. While their existing interactive voice response system managed millions of calls monthly, leadership wanted an agentic architecture capable of reasoning through customer context and handling complex inquiries autonomously.

The Concierge Platform and Google Cloud Architecture

Personal built Concierge, an agentic AI ecosystem powered by Google Cloud technology. The architecture leverages Customer Engagement Suite, Contact Center AI, and Gemini foundational models accessed through Vertex AI, taking advantage of natural language processing, flexible omnichannel architecture, and custom voice interfaces to make interactions feel natural.

Collaboration and Operational Results

Personal directed strategy while collaborating with Globant for agile execution and use case development, and Google Cloud Consulting architects provided technical foundations for scalability. Concierge has handled more than two million customer contacts, achieving an effectiveness rate above 87 percent in interaction identification and enabling autonomous end-to-end resolution.

The Bottom Line

The video establishes how Personal collaborated with Google Cloud Consulting and Globant to transition from traditional bot systems to an autonomous agentic architecture named Concierge. It demonstrates measurable operational outcomes, including over two million contacts managed and an 87 percent identification effectiveness rate. The presentation concludes with Personal's commitment to further develop Concierge, leaving specific upcoming technical features and future use cases unaddressed.

FAQ

What is the agentic AI platform Concierge developed by Personal and Google Cloud Consulting?

Concierge is an agentic platform powered by generative AI that orchestrates an ecosystem of agents to process real-time information and autonomously resolve complex customer service inquiries.

Which Google Cloud tools and models did Personal implement for the Concierge platform?

Personal implemented Google Cloud's Customer Engagement Suite, Contact Center AI, and Gemini models accessed through Vertex AI.

What role did Globant play in the development of Personal's Concierge platform?

Globant provided execution agility, development support, and the implementation of specific use cases, working alongside Personal's strategic team and Google Cloud Consulting architects.

What performance metrics and interaction volumes has Personal achieved using the Concierge system?

Personal has processed more than two million customer interactions through Concierge and achieved an effectiveness rate of over 87 percent in identifying interactions.

Worth watching for

Telecommunications executives, customer experience leaders, and cloud architects interested in implementing generative AI and agentic platforms for enterprise customer support.

  • google-cloud
  • generative-ai
  • customer-experience
  • telecom-argentina
  • vertex-ai
  • contact-center-ai
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