News from the AI & ML world
DeeperML
Ryan Priem@AI Accelerator Institute
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Google is significantly enhancing its Customer Engagement Suite with the addition of human-like AI agents, marking a new era in AI-powered customer interactions. Announced at Cloud Next 2025, the update focuses on creating more interactive and personalized experiences through its Conversational Agent product. These enhancements include improved voice comprehension, emotional intelligence, and streaming video support, enabling the bots to adapt better to real-time conversations and even "see" service tickets presented via customer devices. This move aims to make AI agents more accessible and easier to deploy, transforming how businesses engage with their customers across all touchpoints.
Google's upgraded Conversational Agents now leverage the latest Gemini models, including Gemini 2.5 Flash, to achieve a more human-like sound, higher comprehension levels, and the ability to understand emotion. To further streamline the agent development process, Google is introducing an AI assistant with a no-code interface and an Agent Development Kit. The suite also includes new connector tools that allow the software to perform specific tasks like product lookups, adding items to shopping carts, and processing checkouts through API calls. These additions reflect Google's commitment to providing organizations with the resources needed to build and deploy advanced conversational AI agents effectively.
Launched in September 2024, Google’s Customer Engagement Suite is positioned as an AI-powered platform designed to help organizations deliver better customer experiences. With these new enhancements, Google intensifies its competition with other customer experience (CX) players such as Salesforce, Zendesk, Intercom, and Amazon Web Services, all of whom are integrating AI to improve customer service through various channels like chat, voice, and video. Duncan Lennox, Google’s vice president and general manager of applied AI, highlighted the transformative potential of AI agents, stating that they enable new levels of hyper-personalized, multimodal conversations with customers, ultimately improving customer interactions across all touchpoints.
ImgSrc: www.aiaccelerat
References :
Google's upgraded Conversational Agents now leverage the latest Gemini models, including Gemini 2.5 Flash, to achieve a more human-like sound, higher comprehension levels, and the ability to understand emotion. To further streamline the agent development process, Google is introducing an AI assistant with a no-code interface and an Agent Development Kit. The suite also includes new connector tools that allow the software to perform specific tasks like product lookups, adding items to shopping carts, and processing checkouts through API calls. These additions reflect Google's commitment to providing organizations with the resources needed to build and deploy advanced conversational AI agents effectively.
Launched in September 2024, Google’s Customer Engagement Suite is positioned as an AI-powered platform designed to help organizations deliver better customer experiences. With these new enhancements, Google intensifies its competition with other customer experience (CX) players such as Salesforce, Zendesk, Intercom, and Amazon Web Services, all of whom are integrating AI to improve customer service through various channels like chat, voice, and video. Duncan Lennox, Google’s vice president and general manager of applied AI, highlighted the transformative potential of AI agents, stating that they enable new levels of hyper-personalized, multimodal conversations with customers, ultimately improving customer interactions across all touchpoints.
ImgSrc: www.aiaccelerat
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References :
- AI Accelerator Institute: The truth about enterprise AI agents (and how to get value from them)
Classification:
- HashTags: #AgenticAI #AIadoption #ResponsibleAI
- Target: Enterprises
- Product: AI agents
- Feature: AI Agents
- Type: AI
- Severity: Informative