What challenges did Temporal face before AI implementation?

Provide highly reliable, near real-time support ticket summarization and automated categorization. Improve support operations while anticipating customer needs and identifying new product opportunities.

What was the impact of the AI solution?

The system automatically categorizes over 80% of support tickets with high precision. Summarization and categorization operate in real time to surface customer needs and opportunities. Since joining Google Cloud Marketplace in December 2024, Temporal has grown to over 50 customers deployed on Google Cloud.

Source

GCP

Temporal: Vertex AI + Gemini-based support ticket summarization and automated categorization

Use case typeCustomer service automationUpdated Jun 13, 2026

Temporal, a distributed application platform provider, runs its core customer delivery systems on Google Cloud and built a custom support ticket summarization system using Temporal, Vertex AI, and Gemini. The solution summarizes live tickets and organization data in real time to improve support operations and identify emerging customer needs and product opportunities. Temporal also uses BigQuery Omni for business intelligence reporting, Google Kubernetes Engine for low-latency execution, and Google Cloud Marketplace to make its platform available to customers.

Organization: Temporal
Industry: Tech & Comms
Location: United States
Published: December 2024

Reported outcomes

80%

quantified impactAutomation & deflection

Strategic outcomes

New product / capabilityBuilt real-time ticket summarization and categorizationCustomer experience & trustImproved support operations and responsivenessBetter decisions & insightSurfaced customer needs and product opportunitiesMarket & geographic expansionMade platform available through marketplace

Primary read

Use case focus

Showing 3 of 3

1Support ticket summarization
2Ticket categorization
3Customer support automation

Provide highly reliable, near real-time support ticket summarization and automated categorization.
Improve support operations while anticipating customer needs and identifying new product opportunities.

Temporal built a custom support ticket summarization architecture on its Durable Execution platform with built-in error handling and retries.
The system integrates Vertex AI and Gemini to summarize live tickets and organization data and automatically categorize tickets.
Temporal uses Google Kubernetes Engine for scalable, low-latency execution and BigQuery Omni for business intelligence reporting.

Technologies

Vertex AI Gemini BigQuery Omni Google Kubernetes Engine Google Cloud Marketplace Identity Federation

The system automatically categorizes over 80% of support tickets with high precision.
Summarization and categorization operate in real time to surface customer needs and opportunities.
Since joining Google Cloud Marketplace in December 2024, Temporal has grown to over 50 customers deployed on Google Cloud.

Architecture

Temporal's Durable Execution platform orchestrates a support ticket summarization workflow on Google Cloud. The architecture uses Vertex AI and Gemini for summarization and categorization, Google Kubernetes Engine for low-latency execution, and BigQuery Omni for business intelligence reporting. Temporal also uses Google Cloud Marketplace to distribute its platform and Identity Federation during a transition phase.

Sources & evidence1

Groundedness: 5/5

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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Customer evidence