Verizon shared big news this week about using Google’s AI agents to improve customer calls. Their AI tool helps 28,000 workers find answers quickly, cutting call times and boosting accuracy to 96%. The system uses Google’s Gemini language models to guide agents, with plans to add features like automatic call summaries. This shows how generative AI supports humans instead of replacing them.

Bank of America revealed that 90% of its employees worldwide use an AI helper named Erica. Since 2018, Erica has assisted 20 million clients with banking tasks, proving that AI assistants work at scale. The bank also filed 1,200 AI-related patents, focusing on security and mobile tools, and plans to spend $4 billion on new tech in 2025.

Research firms like Gartner predict agentic AI (AI that acts alone) will handle 80% of simple service requests by 2029. This “self-healing” AI could reduce costs by 30% as it learns to fix issues like refunds or password resets without human help. Companies are training these systems on real customer data to avoid mistakes.

Empathetic AI became a hot topic this week. New systems analyze voice pitch and speech patterns to guess if a caller is upset, excited, or confused. For example, if a customer speaks faster, the AI might offer a discount or transfer them to a human. Experts say this emotion detection is key to building trust during AI interactions.

Google Cloud’s 2025 report highlights a shift—AI-powered service now directly boosts sales by making shoppers feel understood. Retailers using omnichannel AI (tools that work across email, chat, and apps) see fewer abandoned carts and happier repeat buyers. Lisa O’Malley from Google noted customers even say “please” and “thank you” to AI chatbots now.

Despite AI’s growth, studies stress the need for human oversight. Complex issues like billing disputes or complaints still require human creativity and empathy. Companies like Verizon and Bank of America blend AI speed with human problem-solving, creating a “hybrid” model that satisfies both companies and customers.

Finally, ethical AI practices are in focus. Bank of America emphasizes human checks on all AI decisions, ensuring fairness and transparency. As more firms adopt AI, experts urge clear rules to prevent bias and protect customer privacy worldwide.