Google Expands AI Security and Contact Center Options

Google announced new features and expanded availability on September 24 Google Gemini for business users.

Workspace Business, Enterprise, and Frontline plans will now include the standalone Gemini app. Google is focusing on AI for customer service with the latest models and new features for contact centers. Additionally, Workspace Business edition customers will gain access to Security Advisor, a chatbot for security administrators.

Google Gemini is available internationally as: More than 230 countries.

Google adds administrative controls to business subscriptions

Workspace Business, Enterprise, and Frontline users now have access to the standalone Gemini app with integrated administrative settings and data protection.

Previously, they had to switch to personal accounts to use the public version of the AI. Now, an admin console lets users set restrictions on how Gemini handles prompts and stores generated responses. Gemini will not use customers’ corporate data, prompts, or generated responses to train Google’s models.

This extension for Business, Enterprise, and Frontline plans is separate from the Gemini for Workspace add-on, which integrates Gemini directly into Gmail, Docs, Drive, and other Workspace apps.

SEE: Google Gemini and ChatGPT slightly different abilities.

Conversational AI improves contact center tools

Contact centers are becoming a popular experimental space for generative AI, with Google among the companies betting on generative AI as a more flexible alternative to traditional phone trees.

Customer Engagement Suite with Google AI, a new version Contact Center AI Insightsdesigned for omni-channel contact centers. AI applies Gemini 1.5 Flash to:

• CRM applications.
• Workforce management practices.
• Telephone systems for customer service.

Gemini 1.5 Flash It adds more capabilities to the product formerly known as Contact Center AI Insights by providing deeper, more actionable insights. The newer AI model has the ability to create KPIs, suggest query topic categories to prioritize, and make recommendations on how operations managers and quality assurance teams can improve service.

Another new feature, Quality AI, automatically assigns a score to every customer interaction. This ties into the contact center as a service (CCaaS) functionality in the Customer Engagement Suite, which unifies customer experiences across web, mobile, voice, email, and apps.

Google Contact Center AI customers can contact sales for pricing details on the Customer Engagement Pack to access the new features.

Conversational Agents: Another way to answer customer questions

AI agents are seen as a possible way to generate ROI from generative AI. In its Customer Engagement Suite, Google provides Conversational Agents. These AI agents can answer some customer questions and perform automated actions, such as verifying a customer’s identity.

Agent Assist, a separate generative AI tool for customer service agents, gained the following features on September 24:

• Productive knowledge: Provides conversational search query suggestions.
• Coaching: Improves response accuracy and process compliance by providing your organization’s information to customer service representatives.
• Summary: It generates summaries for agents after each call.
• Smart answer: Provides suggested answers.
• Live translation: Supports real-time translation for over 100 languages.

Security consultant outlines potential trouble spots for IT admins

Designed for threat and data protection, the new security advisor feature is an AI-authored, periodic email sent to IT administrators with insights from across their organization. The email will provide steps administrators can take to improve security.

The security advisor will be available to Workspace Business Edition customers “in the next few weeks,” Google said on September 24.

Gemini for Workspace receives industry certifications

Finally, Google announced that Gemini for Workspace is certified against several industry security and privacy standards, including:

• SOC 1/2/3.
• ISO 27001.
• ISO 27701.

Gemini’s Workspace Competitors

Google’s approach to Gemini is remarkably similar to Microsoft’s integration of Copilot into its own security and 365 suites. Microsoft, Co-Pilot for Safety In March.

Some of the talents that Gemini has for professionals can also be realized by: ChatGPT CorporateAlthough Google Gemini integrates more closely with existing call center infrastructure. Salesforce and other contact center AI companies Similar services could also be provided for AI-generated responses during calls.

More Google Gemini news expected later this week

Google will be holding an in-person demonstration in New York on September 26th, themed Gemini at Work. We’ll share our hands-on impressions with you.