Agent Assist
Agent Assist provides in-the-moment coaching and next-best action guidance to customer care representatives, helping them resolve customer issues faster and with greater accuracy.
Recommend ready-to-send responses and contextual step-by-step guidance to your service representatives
Provide answers to customer questions from a centralized knowledge base
Transcribe calls in real-time and automate post-interaction summaries
Benefits
Reduce costs
Reduce costs
Help service reps handle 28% more conversations, reduce operational costs, decrease average customer hold time, and handle peak traffic efficiently.
Improve CSAT
Improve CSAT
Improve customer satisfaction with consistent, high-quality responses, and quicker training by learning from high-performing agents.
Respond quicker
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
In-the-moment coaching and assistance
The AI Coach feature provides in-the-moment contextual assistance , step-by-step guidance, and coaching that improves the quality of responses and time to resolution.
AI-powered training simulations
The AI Trainer feature provides interactive simulations and personalized training that enables new hires and less experienced support staff to learn rapidly within a safe, controlled environment.
Find answers from the knowledge base
Agents are suggested content generated by AI using your business and customer data sources (website, knowledge base, documentation, CRM, and others) to solve a customer’s issue, reducing customer wait time and providing more accurate information to customers.
Live transcription for and post-interaction summaries
Transcribe calls in real time for agents to reference during the call or for analysis after the call. When interactions are complete, Agent Assist will automatically summarize the interaction, key takeaways, and next steps using Google Gemini models. It reduces after call work time and average handle time, by automating post-interaction workflows.
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
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.
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