Executive Summary
Verizon has been scaling its use of AI agents across its enterprise with a focus on operational efficiencies and customer experience. As a result, the company has had to implement processes to navigate AI agent sprawl, as well as approaches to returns and costs.
Speaking at Google Cloud Next 2026, Anil Kumar, vice president of Consumer AI and Analytics at Verizon, outlined the company’s approach to agentic AI in a briefing with industry analysts. The talk was notable, given that it highlighted how far agentic AI deployments have come as well as how far they have to go.
Kumar said Verizon, a longtime Google Cloud customer that leverages the platform for customer experience and operations, sees agents as a workforce-wide strategy rather than a niche tool. The goal is to get everyone using agents. “If everybody is using agents, then we can get much more done versus very few people using them,” said Kumar. “We have so many applications, different systems, and different knowledge bases. Through Gemini Enterprise, we can bring all of them together and create a simple agent that can be utilized across the entire workforce.”
Agents will ultimately be a unifying layer of intelligence for Verizon because they blend predictive, descriptive, and generative AI. Verizon has built a LangChain layer for enterprise agents, enabling a single control plane across multiple data stores and clouds.
