Gemini Enterprise for Customer Experience brings Google’s current AI models into customer service. Agentic solutions automate customer interactions and support human agents in real time.
What is Gemini Enterprise for Customer Experience?
Gemini Enterprise for Customer Experience is the current name for Google’s suite of AI products for customer service and commerce, previously marketed as Contact Center AI (CCAI) and briefly as Customer Engagement Suite. The solution is built on Google’s current Gemini models and lets businesses deploy AI agents across the entire customer lifecycle, from product discovery to post-purchase support.
The platform can connect to existing contact center infrastructure or run as a standalone, cloud-native solution.
Core Components
Commerce Agents
Prebuilt end-to-end agents for commerce use cases such as product discovery, ordering, and post-purchase support, with more complex reasoning capabilities.
CX Agent Studio
A tool for building custom AI agents with generative and deterministic capabilities, including a visual interface that can turn existing chat transcripts and documents into functioning agents.
Agent Assist
Real-time support for human agents: generated response suggestions, in-call coaching, and live translation.
CX Insights
Analysis of customer interactions to surface KPIs, trends, and improvement opportunities.
Typical Use Cases
Automated Customer Self-Service
Common requests such as order status, appointment booking, or product questions are handled automatically by AI agents, with complex cases handed off to human agents.
Real-Time Agent Assistance
Human agents receive relevant information and suggested responses during the conversation, which can reduce handle time.
Conversation Analytics for Quality Management
Automated analysis of customer interactions, instead of manual sampling, helps identify training needs and process improvements.
Benefits
- Agentic approach: End-to-end AI support from first contact to post-purchase care
- Faster implementation: Prebuilt agents and visual tools reduce development effort
- Improved customer experience: Consistent responses and shorter wait times
- Scalable: From smaller volumes to very high interaction counts
Integration with innFactory
As a certified Google Cloud Partner, innFactory helps you implement Gemini Enterprise for Customer Experience: needs analysis, agent design, integration with existing systems, and ongoing optimization.
Available Tiers & Options
Commerce Agents
- Prebuilt end-to-end commerce use cases
- Complex reasoning for shopping journeys
- Omnichannel deployment
- Best suited to commerce-heavy use cases
Agent Assist
- Real-time suggestions for agents
- Coaching and live translation
- Reduces handle time
- Requires training data
CX Insights
- Conversation analytics
- KPI and trend detection
- Requires sufficient conversation volume
Typical Use Cases
Technical Specifications
Frequently Asked Questions
What is Gemini Enterprise for Customer Experience?
Gemini Enterprise for Customer Experience (previously Contact Center AI, and briefly Customer Engagement Suite) is Google's agentic solution for customer service and commerce. It combines customer-facing AI agents with support tools for human agents on a single platform built on Google's current Gemini models.
How does it relate to Dialogflow?
Dialogflow CX remains the underlying technology for many conversation flows and stays accessible via its APIs. Gemini Enterprise for Customer Experience is the broader, agentic solution layered on top, adding Agent Assist, CX Insights, and an agent studio for building custom agents.
What components does the solution include?
The core components are Commerce Agents for shopping and ordering use cases, CX Agent Studio for building generative and deterministic agents, Agent Assist for real-time support of human agents, and CX Insights for analyzing customer interactions.
How much does Gemini Enterprise for Customer Experience cost?
Billing is usage-based, for example by sessions or minutes used per component. Current prices and models are available through Google Cloud's official pricing documentation or via sales.
Can this solution be used in a GDPR-compliant way?
Google offers data processing in EU regions for this solution and provides a Data Processing Addendum along with compliance certifications. The specific configuration required for GDPR compliance depends on the individual use case.
Note: All product information on this page has been compiled with care, but is provided without guarantee and may be outdated or incomplete. Cloud services evolve rapidly — features, pricing, SLAs, and availability change frequently. Authoritative and up-to-date information can only be found on the official product page of Google Cloud (official documentation). This page does not represent an offer by Google Cloud.
