Case Study: Cox Communications boosts first-contact resolution with Google Cloud Gemini Enterprise

Cox Communications boosts first-contact resolution by 17% with Google Attribution

Cox Communications, the largest private broadband company in the US, faced a challenge with its outdated contact center infrastructure. Its legacy systems were unable to fully resolve complex customer issues, often providing only generic responses that led to poor first-contact resolution rates. To modernize its customer support, Cox partnered with Google and implemented its Gemini Enterprise for Customer Experience solution.

Working with Google and its partner Cognizant, Cox deployed AI-powered virtual assistants named Oliver and Olive. This solution used conversational AI to understand customer issues in plain language, access real-time data, and either resolve problems or seamlessly route them to human agents. The implementation led to a 17% lift in first-contact resolution, an 8x increase in customers using digital support channels, and the AI autonomously handling 32% of appointment requests.

Cox Communications