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Generative AI Agent for Google Cloud

Introduce convenient self-service customer capabilities, including routing customers to agents, through an intuitive generative AI interface.

Build informative, self-service experiences for customers

Google Cloud’s Generative AI Agent is an AI-powered solution designed to bring powerful self-service to the customer experience — including answering customer questions, resolving simple issues, and providing around-the-clock customer support.

Generative AI Agent use cases:

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Website agent

Answer customer questions using your website as the knowledge base.

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FAQ agent

Answer frequently asked questions based on existing FAQ documentation.

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Employee-facing agent

Help agents with internal troubleshooting through HR support documentation.

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Key benefits

  • Speed time to resolution: Empower customers to solve many queries quickly, with no need for human intervention.
  • Implement in any cloud contact center: Generative AI Agent is deployed in the cloud and can be used with any contact center platform.
  • Improve contact center efficiency: Free up agents from routine customer queries so they can focus on high-impact touchpoints.
  • Higher customer satisfaction: Shorter wait times and faster, more complete resolutions are a recipe for positive experiences.
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Key features

  • Leverage cutting-edge Natural Language Processing (NLP): NLP allows the Generative AI agent to understand customer queries and answer questions in a conversational way.
  • Trained on a massive knowledge base: Each GenAI agent will learn from designated links and documents to answer a wide range of queries.
  • Seamless escalation to live support: In the event an agent is not equipped to answer a question, we’ll create automatic intent routing that directs users to an agent who can help.

Three levels of Generative AI Agent support

Intro omni

Quick assessment

  • 3-week assessment with 2 resources
  • Review existing customer channel functionality and performance
  • Categorize use cases with GenAI capable and existing intent-based design


  • Key findings
  • Recommendation on customer service experience AI approach

Full assessment

  • 3-6 week in-depth assessment
  • Review existing service channel functionality and performance


  • Key findings
  • Recommendation on conversational AI and GenAI approach, roadmap, and delivery estimates
Start up

Production-ready pilot

Based on size and complexity of the customer requirements, TTEC Digital can provide a prepackaged pilot offer for clients looking to run a trial with GenAI Agent.


  • 1 channel configured (PSTN voice, SMS, or chat) with up to 5 websites in the data repository.


  • Up to 2 channels configured (PSTN voice, SMS, or chat) with up to 5 websites in the data repository.
  • Up to 5 intent use cases – 1 API integration.

Why TTEC Digital

With over 40 years of experience as an industry leader and partnerships that span the world’s top technology providers, TTEC Digital is uniquely suited to address your toughest customer experience challenges. Our experts will provide actionable insights and recommendations at every step while our proven methodology will help you optimize your contact center operations, improve customer satisfaction, and drive business success.

Give your customers access to accurate self-service

81% percent of customers prefer to start with self-service channels. Generative AI Agent LaunchPad delivers end-to-end project scoping, strategy, and pilot implementation to ensure you get these pivotal self-service experiences right.