Which tool in Google's Customer Engagement Suite is designed to support live human contact center agents?

The tool designed to support live human contact center agents within Google's Customer Engagement Suite is Agent Assist. This solution enhances the capabilities of human agents by providing them with real-time suggestions and information as they handle customer interactions. By leveraging natural language processing (NLP) and machine learning, Agent Assist helps agents by automatically retrieving relevant data, suggesting responses, and offering insights based on the context of the conversation. This support leads to improved efficiency, quicker response times, and a more seamless experience for both agents and customers.

In the context of the other options, while Contact Center as a Service (CCaaS) provides a framework for managing contact center operations, it does not specifically focus on assisting agents during live calls. Conversational Insights may offer valuable analytics and feedback from past conversations, but it is not an active support tool during live interactions. Collaborative Workspaces enhance teamwork and productivity among agents but do not directly support them in the moment of customer engagement. Therefore, Agent Assist stands out as the dedicated tool for real-time agent support.