The telecommunications industry is undergoing a significant transformation in customer engagement, driven by the capabilities of Generative AI. This talk explores how Google Cloud's Gen AI tools can be leveraged to develop advanced conversational bots, enabling telcos to reimagine their customer interactions. We will delve into the technical architecture and implementation of these solutions, focusing on how they can significantly improve issue resolution efficiency and increase containment rates for both voice and chat channels. This session will showcase how to build intelligent, scalable, and personalized customer experiences, highlighting the business value of Gen AI in optimizing service and support operations within the telecommunications sector