What function does "Agent Assist" serve within Google's Customer Engagement Suite?

"Agent Assist" within Google's Customer Engagement Suite is designed to support live agents during customer interactions. This functionality enhances the efficiency and productivity of human agents by providing them with real-time suggestions, information, and resources as they engage with customers. The tool uses AI to analyze customer queries and the context of conversations, enabling it to deliver relevant information to the agent promptly. This assists the agent in responding accurately and efficiently, thereby improving the overall customer service experience.

By integrating AI with human efforts, "Agent Assist" ensures that while the agent remains a central figure in the interaction, they are augmented with powerful tools that help them serve customers better. This approach balances the use of technology and human touch, allowing for a more nuanced and personal customer service experience.