• Genesys Cloud discontinues development and support of the Google Agent Assist offer on January 24, 2024. Customers will still be able to use the feature until the end-of-life (EOL) date on August 31, 2024.
  • Customers who wish to use Google CCAI Agent Assist with Genesys Cloud can utilize the replacement product, AI Connect for Google, which is being developed by the Genesys Innovations Team, and will be available on or before May 31, 2024. For more information, please reach out to ps_expertapps_sales@genesys.com.
  • This documentation is for Agent Assist Google CCAI. This feature is limited to North America region. For Genesys Agent Assist, which is available worldwide, please refer to the Genesys Agent Assist documentation.

Agent Assist Google CCAI provides the real-time transcription of a customer call and knowledge suggestions that update automatically based on the context of the conversation. Knowledge suggestions include FAQ or knowledge article recommendations that make agents more efficient, knowledgeable, and improving the overall customer experience.


Understand Agent Assist Google CCAI

Learn about Agent Assist Google CCAI. Review permissions and procedures required for an Agent Assist Google CCAI implementation, and GDPR compliance information.


Configure Agent Assist Google CCAI


Work with Agent Assist Google CCAI

Agents use Agent Assist Google CCAI to get real-time assistance based on their interaction with customers. Instead of searching for information by themselves, they can focus on the ongoing conversation while Agent Assist Google CCAI displays a transcription and provides FAQ and knowledge article suggestions. You can filter the queues enabled with Agent Assist Google CCAI to view the associated interaction data.