Google Cloud enhances customer engagement and productivity with new GenAI-powered tools, integrating its Gemini models.
Google Cloud has introduced its new Customer Engagement Suite, powered by Gemini, its advanced GenAI model family. This suite, integrated within Google’s Contact Center AI, brings conversational AI to customer support. Allowing businesses to automate and improve customer interactions across multiple channels like web, mobile, voice, and email. By utilizing multimodal capabilities, these AI agents handle various customer inquiries, improving response accuracy and reducing human intervention.
A major challenge in customer service is managing complex inquiries across multiple channels efficiently. Google’s Gemini-powered AI agents address this by automating tasks like identity verification and product comparisons. For example, in banking, the AI can verify customers and suggest mortgage packages based on real-time data. The system also uses Agent Assist, ensuring that responses are grounded in the company’s internal knowledge, which improves accuracy and provides a more personalized experience.
In addition to customer engagement, Google is integrating Gemini into its Workspace platform, enhancing productivity tools like Docs and Sheets. This enables users to access GenAI features directly within their workflows, providing personalized assistance for tasks like drafting documents or analyzing data. Google also introduced a security advisor feature, which uses AI to offer customized cybersecurity recommendations, ensuring businesses maintain secure operations while leveraging GenAI.
Google’s innovations have already been adopted by companies like Snap Inc., which uses AI agents to assist users in real-time, and Dun & Bradstreet, which automates personalized email generation for sales. These use cases demonstrate the potential of GenAI to streamline business processes and improve both customer engagement and internal operations.