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Google Cloud Next session 2025-04-09 at 22:45

Agent Assist and Conversational Insights: Improve customer service performance

Event: Google Cloud Next '25

Speakers

Matthew Clare

Outbound Product Manager · Google Cloud

Katherine Zhao

Incubation Manager, Applied AI Engineering · Google Cloud

Zaib Rizwan

Platform Technology Lead · YouTube Business Technology

Nitin Bisain

Manager, Web Solutions · Youtube Business Technology

Topics

AI/ML

Description

Empower employees to more efficiently and effectively handle customer interactions. Learn about the Agent Assist capabilities that provide real-time assistance and coaching to customer service employees. Discover how Conversational Insights and Quality AI can automate quality management, and provide data-driven insights to boost operational efficiency and agent performance. This session will dive into the new capabilities with product demos, expert guidance, and insights from customers who have deployed them in production.