A contact center wants live suggestions for its human agents. What fits?
Why B is the answer
Agent Assist
Agent Assist supports human agents during conversations.
In detail
- Agent Assist gives live suggestions to human agents.
- It helps human agents. It does not replace them.
Use case
An illustrative scenario, not a real incident.
During a call, an agent sees suggested answers on screen, while the person stays in control.
See it in different ways
flowchart TD A["Customer Engagement Suite"] --> B["Conversational Agents: talk to customers"] A --> C["Agent Assist: help human agents"] A --> D["Conversational Insights: analyze conversations"] A --> E["Contact Center as a Service"]
mindmap
root((Offerings))
Everyday work
Gemini for Workspace
Gems
Enterprise
Gemini Enterprise
Agent Platform
Customers
Agent Search
Conversational Agents
Contact center
Agent Assist
Conversational Insights
Developers
Model Garden
Google AI StudiosequenceDiagram participant P0 as Customer participant P1 as Human agent participant P2 as Agent Assist P0->>P1: Question P2-->>P1: Suggested reply P1-->>P0: Answer
Key point: Agent Assist supports human agents.
Why the other options are wrong
- A. Gemma
- Gemma is a model, not a contact center product.
- C. Veo
- Veo generates video.
- D. Imagen
- Imagen generates images.