News from the AI & ML world
DeeperML
Ken Yeung@Ken Yeung
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Google is enhancing its Customer Engagement Suite with the addition of human-like AI agents, equipped with advanced capabilities like voice comprehension, emotional intelligence, and video support. This update aims to revolutionize call center experiences by enabling more interactive and personalized conversations. The new Conversational Agents can now understand and respond to customer emotions, and even "see" and address service tickets presented through video, providing a more comprehensive and engaging support experience. Duncan Lennox, Google’s VP and general manager of applied AI, emphasized the transformative potential of AI agents in fostering hyper-personalized, multimodal customer interactions across all touchpoints.
The latest release of the Customer Engagement Suite builds upon Google's Gemini models, particularly Gemini 2.5 Flash, to achieve a higher degree of comprehension and more human-like voice capabilities. Furthermore, Google is introducing an AI assistant with a no-code interface to facilitate the creation of custom agents, making it easier for organizations to build and deploy these advanced tools. The suite also includes new connector tools to streamline tasks like product lookups, shopping cart management, and checkout processing via API calls, further enriching the functionality of the AI-powered platform.
Launched in September 2024, the Customer Engagement Suite is an AI-driven platform designed to help organizations deliver better customer experiences. This end-to-end application combines Google's advanced conversational AI products with omni-channel contact center capabilities and the power of the Gemini model. In addition to these enhancements to the Customer Engagement Suite, Google Cloud is also focusing on multi-agent systems using Vertex AI. The Agent-to-Agent Protocol, an open standard championed by Google Cloud, is enabling AI agents to work together across different systems and vendors, fostering collaboration and improving overall efficiency.
ImgSrc: thelettertwo.co
References :
The latest release of the Customer Engagement Suite builds upon Google's Gemini models, particularly Gemini 2.5 Flash, to achieve a higher degree of comprehension and more human-like voice capabilities. Furthermore, Google is introducing an AI assistant with a no-code interface to facilitate the creation of custom agents, making it easier for organizations to build and deploy these advanced tools. The suite also includes new connector tools to streamline tasks like product lookups, shopping cart management, and checkout processing via API calls, further enriching the functionality of the AI-powered platform.
Launched in September 2024, the Customer Engagement Suite is an AI-driven platform designed to help organizations deliver better customer experiences. This end-to-end application combines Google's advanced conversational AI products with omni-channel contact center capabilities and the power of the Gemini model. In addition to these enhancements to the Customer Engagement Suite, Google Cloud is also focusing on multi-agent systems using Vertex AI. The Agent-to-Agent Protocol, an open standard championed by Google Cloud, is enabling AI agents to work together across different systems and vendors, fostering collaboration and improving overall efficiency.
ImgSrc: thelettertwo.co
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References :
- Ken Yeung: Google’s Customer Engagement Suite Gets Human-Like AI Agents with Voice, Emotion, and Video Support
- techhq.com: Google latest: Application-centric cloud, AI support, and WAN expansion
Classification:
- HashTags: #CustomerEngagement #AIagents #ConversationalAI
- Company: Google
- Target: Customer service
- Product: Customer Engagement Suite
- Feature: Human-Like AI
- Type: AI
- Severity: Informative