Google offered the latest update and advancements to its Customer Engagement Suite, particularly capabilities to make building AI agents easier. This new update is expected to boost customer satisfaction and help companies reduce costs by streamlining operations.
Conversational AI agents have helped companies better support their clients, and Google pointed to real-life case studies of organizations who have leveraged these AI customer service representatives to automate a significant percentage of customer interactions, reduce escalations and provide data analytics to reduce manual quality assurance processes.
This update will now give companies an enhancement to the voices behind AI agents. New models now provide human-sounding emotions, configurable pauses and life-like conversational experiences with the option for a hybrid structure to help users manage their AI agents.
Forbes described the rollout of this agentic offering as a beneficial shift that would not require a massive infrastructure shift in order for companies to quickly implement it.
