Uploaded August 2026 | Updated September 2026, 2 weeks ago
Ready to disrupt your industry? Google Cloud Consulting can show you how…https://goo.gle/4ijS77h
Featured in this video: Gabriela Pérez, Product Manager of Personal, and Gastón Follonier, Engineering Manager at Personal Argentina.
Executive summary: Learn how Personal Argentina, supporting over 25 million active connections, partnered with Google Cloud Consulting to transform the customer resolution path. Gabriela Pérez, Product Manager, and Gastón Follonier, Engineering Manager, explain how they bypassed conventional chatbots to build ""Concierge""—a generative AI-powered agentic platform. Using Gemini models, Vertex AI, and Contact Center AI, Personal Argentina orchestrates autonomous agents to resolve complex customer requests in real time with a custom voice. Supported by Google Cloud Consulting architects' expertise and partner Globant's agility, Personal Argentina has processed over 2 million interactions with an 87%+ effectiveness rate. This partnership enables Personal Argentina to lead a new way in conversational intelligence.
Challenge: To support 25 million connections, Personal Argentina wanted to bypass rigid chatbots and design a voice architecture capable of reasoning through customer inquiries to autonomously resolve contacts.
Solution: Partnering with Google Cloud Consulting and Globant, Personal Argentina developed ""Concierge,"" an agentic platform powered by Gemini models on Vertex AI and Contact Center AI to autonomously resolve complex requests with a natural voice. Results: Personal Argentina has processed over 2 million interactions through Concierge, achieving an 87%+ effectiveness rate in identifying interactions. Backed by Google Cloud Consulting, the company continues to scale secure, autonomous conversational intelligence.
Key takeaways and highlights from our interview with Gabriela Perez and Gaston Follonier:
→ “Personal is Telecom Argentina's service ecosystem with over 25 million active connections.”
→ “Even though our current IBR is a resolution benchmark, that handles millions of contacts a month, we weren't looking for a conventional bot, but rather an architecture capable of reasoning through the customer's contact.”
→ “We built an agentic platform powered by generative AI that orchestrates an ecosystem of agents we call Concierge.”
→ “We have processed more than 2 million customer interactions through Concierge, achieving an effectiveness rate of over 87% in identifying interactions, and it autonomously resolves all types of inquiries, making the process much more agile.”
→ “We used Customer Engagement Suite from the Google Suite which includes products such as Contact Center AI, and we leverage Gemini models through Vertex AI.”
→ “Google Cloud Consulting provided us with the support needed to ensure a foundation that was robust, strong, scalable.”
→ “The key moment was when we successfully got Concierge to orchestrate a resolution completely autonomously.”
→ “Google Cloud Consulting empowers us to innovate at the forefront of AI, thanks to their architects' expertise.”
→ “With Google Cloud Consulting, Personal is leading a new way to empower people through conversational intelligence."
Ready to disrupt your industry? Google Cloud Consulting can show you how…https://goo.gle/4ijS77h
Featured in this video: Gabriela Pérez, Product Manager of Personal, and Gastón Follonier, Engineering Manager at Personal Argentina.
Executive summary: Learn how Personal Argentina, supporting over 25 million active connections, partnered with Google Cloud Consulting to transform the customer resolution path. Gabriela Pérez, Product Manager, and Gastón Follonier, Engineering Manager, explain how they bypassed conventional chatbots to build ""Concierge""—a generative AI-powered agentic platform. Using Gemini models, Vertex AI, and Contact Center AI, Personal Argentina orchestrates autonomous agents to resolve complex customer requests in real time with a custom voice. Supported by Google Cloud Consulting architects' expertise and partner Globant's agility, Personal Argentina has processed over 2 million interactions with an 87%+ effectiveness rate. This partnership enables Personal Argentina to lead a new way in conversational intelligence.
Challenge: To support 25 million connections, Personal Argentina wanted to bypass rigid chatbots and design a voice architecture capable of reasoning through customer inquiries to autonomously resolve contacts.
Solution: Partnering with Google Cloud Consulting and Globant, Personal Argentina developed ""Concierge,"" an agentic platform powered by Gemini models on Vertex AI and Contact Center AI to autonomously resolve complex requests with a natural voice. Results: Personal Argentina has processed over 2 million interactions through Concierge, achieving an 87%+ effectiveness rate in identifying interactions. Backed by Google Cloud Consulting, the company continues to scale secure, autonomous conversational intelligence.
Key takeaways and highlights from our interview with Gabriela Perez and Gaston Follonier:
→ “Personal is Telecom Argentina's service ecosystem with over 25 million active connections.”
→ “Even though our current IBR is a resolution benchmark, that handles millions of contacts a month, we weren't looking for a conventional bot, but rather an architecture capable of reasoning through the customer's contact.”
→ “We built an agentic platform powered by generative AI that orchestrates an ecosystem of agents we call Concierge.”
→ “We have processed more than 2 million customer interactions through Concierge, achieving an effectiveness rate of over 87% in identifying interactions, and it autonomously resolves all types of inquiries, making the process much more agile.”
→ “We used Customer Engagement Suite from the Google Suite which includes products such as Contact Center AI, and we leverage Gemini models through Vertex AI.”
→ “Google Cloud Consulting provided us with the support needed to ensure a foundation that was robust, strong, scalable.”
→ “The key moment was when we successfully got Concierge to orchestrate a resolution completely autonomously.”
→ “Google Cloud Consulting empowers us to innovate at the forefront of AI, thanks to their architects' expertise.”
→ “With Google Cloud Consulting, Personal is leading a new way to empower people through conversational intelligence."
