Customers should talk to a virtual agent. Which offering fits?
Why D is the answer
Conversational Agents
Conversational Agents handle customer conversations.
In detail
- Conversational Agents provides virtual agents for customers.
- It now sits in Gemini Enterprise for Customer Experience, where CX Agent Studio is the newer agent product.
- Plan an escalation path to people.
Use case
An illustrative scenario, not a real incident.
A bank's customers check balances with a virtual agent, at any hour.
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 Studioflowchart TD
Q{"Who needs help?"}
Q -->|"Customers directly"| A0["Conversational Agents"]
Q -->|"Human agents"| A1["Agent Assist"]
Q -->|"Managers"| A2["Conversational Insights"]Key point: Conversational Agents talk with customers.
Why the other options are wrong
- A. Security Command Center
- That is a security product.
- B. Cloud Storage
- That stores files.
- C. Gemini for Google Workspace
- That is for employees.