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Agent Assist

by Google@googleMountain View, California, USANo ratings yet

Real-time coaching and summaries for customer service agents on chat and voice.

Visit cloud.google.com
Tool type
Customer care AI assistance product from Google Cloud
Made for
Contact center representatives
Runs on
Google Cloud, accessed through the Google Cloud console
Pricing and setup are managed via Google Cloud; the console is the setup surface, not the agent runtime.
Last checked
28 Oct 2026
2 product sources

What it does

Agent Assist takes in live customer conversations and the business's own knowledge sources, such as websites, knowledge bases, documentation, and CRM data. It produces suggested responses, step-by-step guidance for agents, answers to customer questions, live call transcription, and automatic summaries with key takeaways and next steps once an interaction ends. Summaries are generated using Google Gemini models.

Customer service teams use it during interactions to surface ready-to-send replies and contextual guidance, and afterward to reduce post-call work. Its distinct parts are the AI Coach, which gives in-the-moment assistance, and the AI Trainer, which runs interactive simulations so new or less experienced staff can practice in a controlled environment.

Agent Assist suits contact-center and customer-care organizations that handle chat or voice support. Access requires a Google Cloud account and the Cloud console, and pricing is per chat message or per voice minute, with voice pricing available only by contacting a Google Cloud representative. Some features are in preview or Private GA, and the page advises against entering sensitive, confidential, or personal information into the generator tool.

What it can do

  • Recommends ready-to-send responses and contextual step-by-step guidance to service representatives
  • Answers customer questions from a centralized knowledge base
  • Transcribes calls in real time for agent reference or later analysis
  • Automatically summarizes interactions, key takeaways, and next steps using Google Gemini models
  • AI Coach provides in-the-moment contextual assistance and coaching
  • AI Trainer provides interactive simulations and personalized training for new hires

Example workflows

Live chat assistance
Inputs: an active chat conversation and the business knowledge base. Steps: the service rep receives suggested replies and answers drawn from the knowledge base, then uses contextual step-by-step guidance. Output: ready-to-send responses the rep can review and send.
Post-call summary
Inputs: a completed voice interaction with live transcription. Steps: Agent Assist generates a summary with key takeaways and next steps once the interaction ends. Output: a written summary the agent can use for after-call work.

Before you choose

  • Voice pricing requires contacting a Google Cloud representative; chat pricing is published per message.
  • Some features are in preview or Private GA, which may affect availability and SLA expectations.
  • The page advises users to be 18 or older and not to enter sensitive, confidential, or personal information into the generator tool.

Listed under

Get started

The page offers a 'Contact sales' route and a Google Cloud sales specialist for getting started.

  1. Sign in to Google Cloud and open the Google Cloud console.
  2. Connect your knowledge sources, such as website, knowledge base, documentation, or CRM, that the service will draw answers from.
  3. Preview the model's performance with the Agent Assist simulator before rolling a feature out to live agents.
Contact sales

Plans and prices

Prices in USD

Chat rates are per count (message) and vary by consumption model commitment (base, 1-year, and 3-year Flexible Savings Plan figures). Voice rates per minute are shown for standard and enterprise tiers; voice Enterprise pricing is listed in the table. Design-time requests are free. Check the pricing page for current rate tables and consumption model eligibility.

Agent Assist Chat Standard$0.002 per message (count)Base rate per message, from pricing table; 1-year and 3-year commitments listed at lower rates on the pricing page.
  • Summarization, Knowledge Assist, Sentiment Analysis
Agent Assist Chat Enterprise$0.003 per message (count)Base rate per message, from pricing table; discounted rates for commitments on the pricing page.
  • All Standard features, plus AI Coach, Live Translation, Companion Agent, Supervisor Assist (Private GA)
Agent Assist Voice Standard$0.03 per minuteBase rate per minute of voice conversation, from pricing table.
  • Transcription, Summarization, Knowledge Assist, Sentiment Analysis

Source: cloud.google.com/agent-assist/pricing, checked 28 Oct 2026. Prices can change; check before you buy.

Sources for this overview

Product pages, documentation, and pricing checked 28 Oct 2026. Each source supports part of the overview; availability and prices can change.

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knowledge_base

Last checked 28 Oct 2026. Every field keeps its source and date; unknown means we couldn’t confirm it.