This page documents production updates to Agent Assist. You can periodically check this page for announcements about new or updated features, bug fixes, known issues, and deprecated functionality.
You can see the latest product updates for all of Google Cloud on the Google Cloud page, browse and filter all release notes in the Google Cloud console, or programmatically access release notes in BigQuery.
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November 21, 2024
Summarization with custom sections V3.1 is generally available.
November 13, 2024
Agent Assist offers a UI Connector with Salesforce to integrate with chat conversations.
October 23, 2024
(Proactive) Generative knowledge assist offers additional functions and supports more languages.
October 02, 2024
Agent Assist offers a native UI Connector with Twilio Flex to integrate with voice conversations.
October 01, 2024
Agent Assist offers Live transcription adaptation in preview, which recognizes certain phrases more frequently than others to improve transcription quality.
September 26, 2024
Agent Assist offers a new version of summarization with custom sections in preview. Summarization with custom sections V3.1 reduces latency and improves quality from V3.0.
August 12, 2024
Customer Manager Encryption Key support is available in preview for all Agent Assist features in regionalized environments, including all generative AI features.
July 08, 2024
Agent Assist offers a new version of summarization with custom sections in preview. Summarization with custom sections V3.0 reduces latency from V2.1.
June 14, 2024
(Proactive) generative knowledge assist is generally available.
- Generative knowledge assist provides answers to agent questions.
- Proactive generative knowledge assist automatically suggests questions an agent might ask and provides the answers.
June 12, 2024
The Agent Assist integration backend's public github repository includes a mechanism for authentication customization and support for authenticating agents with the following providers: Twilio, Genesys Cloud, and Salesforce.
June 03, 2024
Agent Assist offers a native UI Connector with Genesys Cloud to integrate with chat conversations.
Agent Assist offers a native UI Connector with Twilio Flex to integrate with chat conversations.
May 30, 2024
Agent Assist offers Summarization with custom sections V2.1 as a GA feature. See the Summarization documentation for details.
March 29, 2024
Agent Assist offers version 2.0 of summarization with custom sections. Summarization with custom sections V2.0 offers the following changes to V1.0:
- Handling of long transcripts
- Handling of conversations between a human user and a virtual agent
- Changed outputs of two predefined sections: Resolution and Customer satisfaction
- Increased latency
December 08, 2023
Agent Assist now offers Summarization with custom sections as a preview feature. Summarization with custom sections is optimized only for conversations between two humans and the predefined sections are identical to those in Summarization V2 baseline.
November 30, 2022
The Agent Assist Smart Reply feature now supports French (Canada) in addition to English (United states). See the language support page for details.
November 15, 2022
Agent Assist has launched backend modules as a GA feature. Backend modules is an out-of-the-box solution that provides an effective backend infrastructure, making integrating Agent Assist with your agent system faster and easier. See the backend modules basics and integration guide for details.
The Agent Assist Console is now GA. The Console now also includes built-in workflow tutorials that walk you through creating a dataset, training and testing a model, and creating a conversation profile. Sample datasets and demo models are now provided as well. To see the new Console tutorials, navigate to the Console and click the Get started button under the feature you'd like to test.
Agent Assist now supports sentiment analysis of voice data as a private Preview feature. For more information, see the Agent Assist private features documentation. To gain access to the private documentation, please contact your Google representative.
Agent Assist now supports CCAI Transcription as a GA feature. CCAI Transcription allows you to convert streaming audio data into text transcripts in real time, allowing you to implement Agent Assist features for use with voice data. See the documentation for details.
September 01, 2022
Agent Assist now offers the new Summarization (Preview) feature. Summarization allows you to automatically provide your agents with summaries after each conversation has ended. See the Summarization documentation for details.
Agent Assist now offers regionalized data residency. When you specify a region, your data-at-rest will be confined to the specified geographic region or location. See the regionalization and data residency documentation for a list of supported regions and more information.
July 12, 2022
Agent Assist now offers UI Modules as a public Preview feature. UI Modules are an out-of-the-box option for integrating Agent Assist features into your agent UI system. For more information, see the UI Modules documentation.
February 28, 2022
Agent Assist is now GA. GA status applies to the following features: