Google is rolling out an update to its Customer Engagement Suite. The latest release enhances its Conversational Agent product with new features designed to help organizations build more interactive and personalized AI-powered call center experiences. Specifically, it has human-like voice comprehension and improved emotional intelligence, allowing the bots to adapt better to conversations in real-time.
Beyond that, the new Conversational Agents will now have streaming video support, meaning they can “see” and respond to service tickets when shown through a customer’s device. Google is also adding an AI assistant to help organizations build custom agents through a no-code interface.
“AI agents are already transforming the ways businesses engage with customers—including advanced conversational agents. In fact, these conversational AI agents are enabling new levels of hyper-personalized, multimodal conversations with customers, and it’s improving customer interactions across all touchpoints,” Duncan Lennox, Google’s vice president and general manager of applied AI, states in a blog post.
With the announcements made at Cloud Next 2025, Google is adding new resources to make Conversational Agents easier to build and deploy. That includes accessing its new Agent Development Kit, the latest Gemini models—including Gemini 2.5 Flash—, privacy controls, and AI observability tools.
In fact, the new Gemini models are why Google’s Conversational Agents can now sound more human, have a higher degree of comprehension, and understand emotion. The video below is part of the demonstration given on stage during the keynote.
Google is also adding new connector tools to the Customer Engagement Suite to help the software perform more specific tasks, including product lookups, adding things to a shopping cart, and processing checkouts using API calls.
Launched in September 2024, the Customer Engagement Suite is an AI-powered platform built to help organizations “deliver better experiences” to their customers. It’s described as an “end-to-end application that combines [Google’s] most advanced conversational AI products with omni-channel contact center as a service, and the speed and multimodality of [Google’s] Gemini…model.”
With its introduction, Google joined the growing ranks of CX players, including Salesforce, Zendesk, Intercom, Sierra, Amazon Web Services, Twilio, and Microsoft. All of these companies have been furiously adding AI to their offerings to help organizations improve their customer service, not only through chat but also through voice and video.
However, Google’s ability to leverage proprietary AI models and proven hyperscale infrastructure sets it apart, which may be a key advantage for some enterprise buyers. This latest update is an effort by the company to double down on its push to lead the future of AI-powered customer engagement. With Gemini models, a no-code builder, video and voice capabilities, and enterprise-grade tooling, Google wants to position its Customer Engagement Suite as the all-in-one solution for the modern contact center.
Featured Image: An AI-generated image of a chatbot on a mobile device. Credit: Imagen 3
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