MetriNote – Google Cloud Adds Gemini-Powered Customer Engagement Solution

Published on: October 7, 2024

Author: Beth Schultz, VP of Research and Principal Analyst What's the news? September 24, 2024 – Google Cloud introduced Customer Engagement Suite with Google AI, a customer experience application combining its conversational AI products, including analytics; omnichannel contact center functionality; and Gemini AI models supporting multimodal capabilities and grounded in a company’s own data for greater accuracy of response. Among the conversational AI products supported is Conversational Agents, which allows companies to create hybrid virtual agents that apply either rules-based or generative AI functionality as needed during an interaction. The solution also includes other new features, including generative knowledge assist, coaching model, summarization, smart reply, and live translation. Additionally, the application supports third-party integrations for CRM, telephony systems, and workforce management, plus connectors to other systems, data sources, and more.


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