Conversational AI
Conversational AI for richer, more intuitive experiences
Improve customer acquisition, reduce cost to serve, and enhance customer experience with advanced conversational AI technologies powered by the best of Google AI.
New customers get $300 in free credits to spend on creating conversational AI agents and more in Vertex AI.
Overview
What is conversational AI
Conversational AI is a type of artificial intelligence (AI) that can simulate human conversation. It is made possible by natural language processing (NLP), a field of AI that allows computers to understand and process human language and Google's foundation models that power new generative AI capabilities.
Google Cloud offers conversational AI as part of Vertex AI platform offerings like Vertex AI Agents and Vertex AI solutions like Contact Center AI.
How conversational AI works
Conversational AI works by using a combination of natural language processing (NLP), foundation models, and machine learning (ML).
Conversational AI systems are trained on large amounts of data, such as text and speech. This data is used to teach the system how to understand and process human language. The system then uses this knowledge to interact with humans in a natural way. It’s constantly learning from its interactions and improving its response quality over time.
Benefits of conversational AI
Reduce costs, and increase productivity and operational efficiency through automation
For example, conversational AI can automate tasks that are currently performed by humans and thereby reduce human errors and cut costs. Deliver better customer experience, achieve higher customer engagement and satisfaction
For example, conversational AI can provide a more personalized and engaging experience by remembering customer preferences and helping customers 24/7 when no human agents are around.
Examples of conversational AI
A few application examples of conversational AI technology:
Generative AI agents: these virtual agents use generative AI to power text or voice conversations
Chatbots: often used in customer service applications to answer questions and provide support
Virtual assistants: often voice-activated and can be used on mobile devices and smart speakers
Text-to-speech software: used to create audiobooks, or spoken directions
Speech recognition software: used to transcribe lectures, phone calls, captions, and more
Google Cloud's conversational AI offerings
A few examples include:
Vertex AI Agents: enables developers to easily build and deploy enterprise ready generative AI experiences grounded in their data; it includes a no code agents console to create and monitor conversational AI agents using just natural language prompts
Dialogflow CX: platform for building both generative and deterministic conversational AI agents
Contact Center AI Platform: a Contact Center as a Service (CCaaS) solution offering
Natural Language API: natural language understanding and processing
Text-to-Speech API: convert text into speech
Speech-to-Text API: convert speech into text
How It Works
Conversational AI technologies at Google Cloud come in as pre-trained ML models, available immediately through APIs, that tackle specific conversational needs, such as natural language processing, Text-to-Speech, Speech-to-Text, and CCAI Insights APIs.
They also come in as a unified platform, solution, or service, that addresses enterprise-level complexities such as Contact Center AI Platform, Dialogflow, and Agent Assist.
Common Uses
Build your conversational AI agents
Build your first generative AI agent
See how Vertex AI Agents (formerly known as Gen App Builder) can help reinvent customer and employee experiences by ingesting large, complex datasets that are specific to your company—from websites, documents, and transactional systems like billing and inventory, to emails, chat conversations, and more. These generative AI chatbots or virtual agents can synthesize information across all of these sources to provide specific, actionable responses, using only the data you have provided.
How-tos
Build your first generative AI agent
See how Vertex AI Agents (formerly known as Gen App Builder) can help reinvent customer and employee experiences by ingesting large, complex datasets that are specific to your company—from websites, documents, and transactional systems like billing and inventory, to emails, chat conversations, and more. These generative AI chatbots or virtual agents can synthesize information across all of these sources to provide specific, actionable responses, using only the data you have provided.
Build agents for contact centers
Build a virtual agent with Dialogflow
Dialogflow provides virtual agent services for chatbots and contact centers. Dialogflow is a natural language understanding platform that makes it easy to design and integrate a conversational user interface into your mobile app, web application, device, bot, interactive voice response system, and so on. Using Dialogflow, you can provide new and engaging ways for users to interact with your product.
Use Dialogflow CX to build large and complex agents, and Dialogflow ES for small and simple ones.
How-tos
Build a virtual agent with Dialogflow
Dialogflow provides virtual agent services for chatbots and contact centers. Dialogflow is a natural language understanding platform that makes it easy to design and integrate a conversational user interface into your mobile app, web application, device, bot, interactive voice response system, and so on. Using Dialogflow, you can provide new and engaging ways for users to interact with your product.
Use Dialogflow CX to build large and complex agents, and Dialogflow ES for small and simple ones.
Build an AI-powered contact center
Build an AI-powered contact center with CCAI Platform
Powered by AI technologies such as natural language processing, machine learning, and text and speech recognition, Contact Center AI Platform offers a Contact Center as a Service (CCaaS) solution that helps build a contact center from the ground up. It also has individual tools that target specific aspects of a contact center, for example Dialogflow for building a chatbot, Agent Assist for real-time assistance to human agents, and CCAI Insights for identifying call drivers and sentiment.
State of Illinois helped over 1 million unemployed with CCAI
Google Cloud CCAI helped the state of Illinois achieve these results:
- An estimated annual savings of $100M based on initial analysis of IDES's (Illinois Department of Employment Security) virtual agent data
- Virtual agents handle more than 140,000 phone and web inquiries per day
- Phone virtual agent answers 40,000 after-hours calls per night
- Illinois residents can get help to file their unemployment claims faster
- CCAI web and phone virtual agents each deployed in just two weeks
How-tos
Build an AI-powered contact center with CCAI Platform
Powered by AI technologies such as natural language processing, machine learning, and text and speech recognition, Contact Center AI Platform offers a Contact Center as a Service (CCaaS) solution that helps build a contact center from the ground up. It also has individual tools that target specific aspects of a contact center, for example Dialogflow for building a chatbot, Agent Assist for real-time assistance to human agents, and CCAI Insights for identifying call drivers and sentiment.
Customer examples
State of Illinois helped over 1 million unemployed with CCAI
Google Cloud CCAI helped the state of Illinois achieve these results:
- An estimated annual savings of $100M based on initial analysis of IDES's (Illinois Department of Employment Security) virtual agent data
- Virtual agents handle more than 140,000 phone and web inquiries per day
- Phone virtual agent answers 40,000 after-hours calls per night
- Illinois residents can get help to file their unemployment claims faster
- CCAI web and phone virtual agents each deployed in just two weeks
Take the next step with Google Cloud
New customers get $300 in free credits
Talk to a specialist about your needs
Build a chatbot with Dialogflow
Design conversational flows for your agent
