New Way Now: How YouTube scales no-wait agentic AI support with Google Cloud Consulting
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Author: Google Cloud · Watch on YouTube
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Original language: English
Original video: New Way Now: How YouTube scales no-wait agentic AI support with Google Cloud Consulting · Channel: Google Cloud · 01:05 · Watch on YouTube
Topics: AI agents, Enterprise AI applications, AI infrastructure and hardware
Summary
Section titled “Summary”YouTube launched an agentic AI virtual agent to give customers a no-wait way to get help and support. Jonathan Goldstein says its previous, fully manual support ecosystem could take longer to resolve urgent issues, such as customers being unable to watch a game. With Google Cloud Consulting and tools including Gemini Enterprise, YouTube moved from a pilot to a solution at scale. The company reports improved no-wait resolution while maintaining high user sentiment and interaction quality, and sees the work as a potentially transformative example for other customers.
Key points
Section titled “Key points”- YouTube launched an agentic AI virtual agent for customer support.
- The goal was to provide customers with a no-wait support experience.
- A fully manual support ecosystem could take longer to resolve customer issues.
- YouTube worked closely with Google Cloud Consulting on the solution.
- The project uses a broad set of tools, including Gemini Enterprise.
- Moving quickly from pilot to scale was important to YouTube.
- YouTube reports increased ability to provide full resolution without waiting.
- The company says it maintained high user sentiment and interaction quality.
- YouTube describes the effort as a potentially transformative journey and an example for other customers.
Chapters
Section titled “Chapters”| Start | Chapter | Summary |
|---|---|---|
| 00:00 | A no-wait AI support experience | Jonathan Goldstein introduces YouTube’s agentic AI virtual agent and its goal of helping customers without a wait. |
| 00:33 | From pilot to scale | YouTube describes its work with Google Cloud Consulting and the tools used to scale the solution. |
| 01:05 | A transformative customer experience | YouTube says the work has been successful and could offer a transformative example for other customers. |
Quotes
Section titled “Quotes”Basically to create a no wait Agentech experience for customers to call in and get the help and support they need. — 00:00
We worked very closely with Google Cloud Consulting to get the right solution for us. — 00:33
The ability to go quickly from pilot to true scale has been very important for us. — 00:33
YouTube is building a new way to deliver a great experience to our customers at scale. — 01:05
Concepts and entities
Section titled “Concepts and entities”YouTube, Google Cloud Consulting, Gemini Enterprise, Jonathan Goldstein, agente virtual de IA agêntica, suporte sem espera
Full transcript (original language)
Section titled “Full transcript (original language)”00:00 And I’ve performed a lot, just not vocally. Give me some drums, I’ll be good. >> [music] >> Jonathan Goldstein, head of consumer experience solutions, YouTube. The project [music] was the launch of an Agentech AI virtual agent. Basically to create a no wait Agentech experience for customers to call in and get the help and support they need. The most acute issue is someone doesn’t get to watch their game with a fully
00:33 manual support ecosystem. It often took longer for us to solve. >> [music] >> We worked very closely with Google Cloud Consulting to get the right solution for us. We use a broad set of tools from [music] Gemini Enterprise. It’s a critical platform for us. The ability to go quickly from [music] pilot to true scale has been very important for us. We’ve seen a significant increase in our ability to provide [music] that no wait full resolution experience to our users while maintaining a very high user
01:05 sentiment and quality in those interactions. [music] And working with Google Cloud Consulting to deliver on that goal has been very successful for us. [music] I think it can be an example to many customers that this is a journey worth taking and can be a really transformative one. YouTube is building a new way to deliver a great experience to our customers at scale. >> [music]