Google Cloud's Agent Assist is a SaaS solution designed to improve customer service by providing in-the-moment coaching and next-best action guidance to customer care representatives. It leverages generative AI to enhance the quality and consistency of customer interactions, helping agents resolve issues faster and more accurately.

Key Features

• AI-Powered Responses: Recommends ready-to-send responses and step-by-step guidance using generative AI.
• Centralized Knowledge Base: Provides answers to customer questions from a centralized source.
• Real-Time Transcription: Transcribes calls in real-time for agent reference and analysis.
• Automated Summaries: Automatically summarizes interactions, key takeaways, and next steps post-call.
• AI Trainer: Offers interaction simulation, personalized training, and real-time coaching for agents.

Benefits

• Cost Reduction: Enables agents to handle more conversations, reducing operational costs and customer hold times.
• Improved CSAT: Enhances customer satisfaction with consistent, high-quality responses.
• Faster Response Times: Reduces abandoned chats with quicker response times.