Google Announces Expanded Features for Gemini
On September 24th, Google made an exciting announcement regarding the new features and expanded availability of Google Gemini for workplace users. This update brings enhanced AI capabilities and new features to Google’s contact center solutions, making it easier for businesses to improve customer service and streamline operations.
Expanded Availability
Google Gemini is now available internationally in over 230 countries. Workspace Business, Enterprise, and Frontline plans will now include the standalone Gemini app, allowing users to access advanced AI features directly within their workspace applications.
Administrative Controls Added
Google has also added administrative controls to business subscriptions, giving Workspace Business, Enterprise, and Frontline users the ability to set restrictions on how Gemini handles prompts and retains generated responses. This ensures that organizational data remains secure and protected.
Conversational AI Enhancements
Contact centers are increasingly turning to generative AI to enhance customer interactions. Google’s Customer Engagement Suite with Google AI introduces Gemini 1.5 Flash, which provides deeper insights and recommendations for customer service operations. Quality AI automatically assigns a score to customer interactions, improving service quality.
Agent Assist
In addition to conversational agents, Google offers Agent Assist, a tool for customer service representatives that provides generative knowledge, coaching, summarization, smart reply suggestions, and live translation in over 100 languages. These features help customer care representatives provide timely and accurate support.
Security Advisor
Google has also introduced a new security advisor feature for Workspace Business edition customers, providing insights and suggestions to enhance security measures. This AI-driven email ensures IT administrators stay informed about potential threats and data protection strategies.
Industry Certifications
Gemini for Workspace has received industry certifications such as SOC 1/2/3, ISO 27001, and ISO 27701, underscoring Google’s commitment to security and privacy standards. This certification further solidifies Gemini’s position as a reliable and secure AI solution for businesses.
Competitors and Future Updates
Google Gemini faces competition from other AI solutions in the market, such as ChatGPT Enterprise and Microsoft’s Copilot for Security. However, Google’s tight integration with existing call center infrastructure sets Gemini apart and positions it as a leading choice for businesses seeking AI-generated customer service solutions.
Stay tuned for more updates on Google Gemini, as Google will be showcasing its latest features at a demonstration event in New York on September 26th. We look forward to sharing more insights from this event!