Reimagine customer service with Google Cloud Conversational AI

Elevate customer journeys using generative AI for personalized experiences.

Gen AI is transforming customer service by acting as an advanced assistant that enhances self-service options and augments human agents.

Insights from the Capgemini Research Institute report, Unleashing the value of customer service: The transformative impact of Gen AI and agentic AI, highlights how customer service will evolve with this new technology – transforming into a customer experience (CX) center operated by hybrid teams of human and AI agents.

Gen AI enables customer service reps to work alongside autonomous AI agents that are capable of handling end-to-end tasks and collaborating as multi-agent systems. As agentic AI systems scale, they will become more specialized and autonomous, while human agents focus on providing personalized customer experiences. This dual role enables organizations to deliver more efficient, personalized, and satisfying customer experiences, while improving the experiences of human agents.

Customer Engagement Suite with Google AI (CES) can boost customer satisfaction scores through multi-modality in their channels, significantly increase containment with self-service conversational agents, and cut average handle time. These are game changers for business expectations.

Download our brochure to learn more about how Customer Engagement Suite with Google AI can transform your customer service organization.