Google Launches Next-Gen AI-Powered Customer Engagement Suite

/ AI, Google Cloud Next 2025
Google Launches Next-Gen AI-Powered Customer Engagement Suite

The News:

Google has unveiled the next generation of its Customer Engagement Suite, featuring a major upgrade to its Conversational Agents product and enhanced agentic AI support across its platform. With new capabilities powered by Gemini models, businesses can now build advanced conversational agents, automate operational workflows, and deploy vertical AI agents in sectors such as food service and automotive. Read the full post here.

Analysis:

Industry analysts report that 76% of businesses cite customer experience (CX) as a top priority, yet most still struggle to personalize service at scale. Google’s next-gen Customer Engagement Suite bridges this gap with:

  • No-code AI agent design
  • Multimodal and cross-channel interaction
  • Built-in CRM and business workflow integration

In doing so, it enables any organization—from retailers to telcos to automakers—to build deeper, more loyal relationships through smart, responsive, human-like interactions.

With this release, Google Cloud is raising the bar for what AI-driven customer engagement should look like in the enterprise era.

To explore further, businesses can consult with Google Cloud AI specialists and begin piloting agents aligned to their operational goals and customer journeys.

Enterprise-Grade Conversational AI Becomes No-Code

With its revamped Conversational Agents product, Google is democratizing access to agentic AI for customer experience use cases. Built using the Gemini model family and the Agent Development Kit, this new platform offers:

  • A no-code interface for designing enterprise-ready agents
  • Advanced multimodal capabilities including emotion detection, real-time video streaming, and HD voice synthesis
  • Native CRM and API integration to trigger tasks such as product lookup, cart management, and checkouts

This lowers the barrier to entry for building complex, intelligent customer service tools and allows frontline teams to deploy solutions without IT intervention.

Enhanced Customer Interactions Across All Touchpoints

The suite is designed for omnichannel experiences, enabling seamless transitions across web, mobile, in-store, in-vehicle, and smart device touchpoints. Through AI agents:

  • Verizon reduced support cognitive load with its Personal Research Assistant, helping 28,000 care reps answer 95% of questions instantly
  • Wendy’s handles 50,000 multilingual daily drive-thru orders with a 95% accuracy rate via the Food Ordering AI Agent
  • Mercedes-Benz enables conversational search/navigation in its CLA series using Google’s Automotive AI Agent

These real-world deployments show how agentic AI transforms both customer service and customer delight.

Human-in-the-Loop and Privacy-First Design

What differentiates Google’s Customer Engagement Suite is its fusion of AI with human-in-the-loop workflows:

  • AI agents provide real-time assistance while humans maintain oversight
  • Built-in privacy controls, data observability, and safety filters support compliant deployments across industries

This alignment with enterprise trust requirements helps companies deploy agentic AI responsibly, especially in regulated verticals.

AI for All Use Cases, Not Just Contact Centers

Beyond support agents, Google is pioneering vertical AI agents—pre-configured for specific use cases:

  • Food Ordering AI Agent: Multilingual, consistent, always-on order handling for QSR and retail
  • Automotive AI Agent: Personalized in-vehicle experiences for navigation, infotainment, and assistant services

These ready-to-deploy solutions accelerate time-to-value and broaden the use of agentic AI beyond traditional contact centers.

Author

  • Paul Nashawaty, Practice Leader and Lead Principal Analyst, specializes in application modernization across build, release and operations. With a wealth of expertise in digital transformation initiatives spanning front-end and back-end systems, he also possesses comprehensive knowledge of the underlying infrastructure ecosystem crucial for supporting modernization endeavors. With over 25 years of experience, Paul has a proven track record in implementing effective go-to-market strategies, including the identification of new market channels, the growth and cultivation of partner ecosystems, and the successful execution of strategic plans resulting in positive business outcomes for his clients.

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