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Agent Assist

Agent Assist

Agent Assist provides in-the-moment assistance to customer care representatives, helping them resolve customer issues faster and with greater accuracy.

Benefits

Reduce costs

Give your agents the ability to handle 28% more conversations, reducing operational costs, decreasing average customer hold time, and improving your ability to handle peak traffic efficiently.

Improve CSAT

Improve customer satisfaction by 10% with consistent, high-quality responses and quicker training by learning from high-performing agents.

Respond quicker

Reduce abandoned chats with 15% quicker response time using Smart Reply and fast answers to customer inquiries drawn from a central knowledge base.

Key features

Improve customer and agent satisfaction

Recommended responses to customers

Agent Assist recommends phrases used by high-performing agents to improve the quality and consistency of customer experience.

Find answers from the knowledge base

Agents are suggested knowledge base content to solve a customer’s issue, reducing customer wait time and providing more accurate information to customers.

Live transcription for calls

Transcribe calls in real time for agents to reference during the call or for analysis after the call.

loveholidays logo
Agent Assist has been a beneficial aid to agents and our customers alike. Our customers receive prompt responses which have been tailored to provide information to make them self-sufficient but also resolve their queries.

Eugene Neale, Director of CX Engineering and Business IT, loveholidays

Documentation

Find resources and documentation for Agent Assist

Google Cloud Basics

Agent Assist basics

Learn the fundamentals of Agent Assist with simple explanations and links for more information.

Tutorial

Training a Smart Reply model and managing allowlists

Step-by-step instructions on the process of training and deploying a model using the Agent Assist Console.

Quickstart

Using the Agent Assist simulator

This tutorial walks you through the steps to preview your model performance before you implement it for any Agent Assist feature.

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Pricing

Agent Assist pricing details

Agent Assist is priced monthly based on the communication channel.

Communication Channel

Price

Agent Assist for Chat

$0.06 per session

Agent Assist for Voice

Please contact your Google Cloud representative to discuss pricing.

Partners

Recommended Agent Assist partners

Agent Assist integrates into existing technology. Explore our network of partners with pre-built integrations.

Agent Assist for Chat partners

Integrate Agent Assist into your contact center for chat-based customer support with our trusted chat partners.

  • Live Person logo
  • 24-7.ai logo

Integrate Agent Assist into your contact center for voice-based customer support with our trusted voice partners.

  • Avaya
  • Cisco
  • Five9
  • Genesys

A product or feature listed on this page is in preview. For more information on our product launch stages, see here

Cloud AI products comply with our  SLA policies. They may offer different latency or availability guarantees from other Google Cloud services.

Take the next step

Start building on Google Cloud with $300 in free credits and 20+ always free products.

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