Alphabet Inc.’s Google Cloud is turbo-charging Gemini with a bevy of AI agents.
On Tuesday, the company added the chatbot to its business productivity suite, Google Workspace, to aid enterprise customers in customer engagement.
The aptly titled Customer Engagement Suite, announced during a video presentation, was highlighted by the integration of Gemini with the Google Workspace platform.
Specifically, Google focused on AI agents for employees, code, data, creative, security and — most importantly — customer service.
To that end, Google’s new Customer Engagement Suite in Contact Center AI offers customers access to a range of AI agents that can assist customer support agents and automate some of their tasks, according to company executives.
In a blog post and during the virtual presentation, Google Cloud CEO Thomas Kurian said the AI agents are designed for specific goals, ranging from helping an employee choose the right health care benefits to assisting shoppers find the perfect pair of shoes.
Duncan Lennox, Google Cloud’s vice president and general manager of Applied AI, said Customer Engagement Suite in Contact Center AI allows contact center teams to utilize virtual agents across multiple channels such as the web, mobile, voice, email and chat applications. Automated responses are based on customer needs.
Google’s agentic push comes more than a week after Salesforce Inc., Intuit Inc., ServiceNow Inc. and a handful of other companies made the plunge. In the case of Salesforce, it unveiled Agentforce, its fleet of AI agents, and outlined a strategic partnership with NVIDIA Corp. to develop advanced AI capabilities for the enterprise with autonomous agent and interactive-avatar experiences. Meanwhile, OpenAI just announced o1, a powerful new bot that can apply human reasoning to math and science.
Additionally on Tuesday, Google announced availability of the Gemini app for Workspace Business, Enterprise and Frontline plan customers, a service similar to Microsoft Copilot for enterprise customers.
Ahead of the event, Google said it was adding Gemini to Google Workspace rather than as a standalone platform, which increases access to its enterprise-grade AI app.
“With enterprise-grade data protections built in, employees everywhere can now save time and deliver higher quality work — securely and compliantly — with an AI-powered assistant at work,” Aparna Pappu, vice president and general manager Google Workspace, said in a blog post.
