Agent Assist
Agent Assist provides in-the-moment assistance to customer care representatives, helping them resolve customer issues faster and with greater accuracy.
Recommend ready-to-send responses to customers
Provide answers to customer questions from a centralized knowledge base
Transcribe calls in real-time
Benefits
Reduce costs
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 CSAT
Improve customer satisfaction by 10% 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
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.
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
Agent Assist basics
Learn the fundamentals of Agent Assist with simple explanations and links for more information.
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.
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.
Agent Assist for Voice partners
Integrate Agent Assist into your contact center for voice-based customer support with our trusted voice partners.
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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