Google expands AI security and contact center options

On September 24, Google announced new features and expanded availability of Google Gemini for Workplace users.

Workspace Business, Enterprise, and Frontline plans will now include the standalone Gemini app. Google is doubling down on AI for customer service with the latest models and new features for contact centers. Additionally, Workspace Business edition customers will get access to Security Advisor, a chatbot for security administrators.

Google Gemini is available internationally More than 230 countries,

Google adds administrative controls to business subscriptions

Workspace Business, Enterprise, and Frontline users can now access the standalone Gemini app with integrated administrative settings and data protection.

Previously, they had to switch to personal accounts to use the public version of the AI. Now, an admin console enables users to set restrictions on how Gemini handles prompts and retains generated responses. Gemini will not use customers’ organizational data, prompts, or generated responses to train Google’s models.

This extension of the Business, Enterprise, and Frontline plans is separate from the Gemini for Workspace add-in. The add-in integrates Gemini directly into Gmail, Docs, Drive, and other Workspace applications.

See: Google Gemini and ChatGPT have slightly different capabilities.

Conversational AI enhances contact center tools

Contact centers are becoming a popular experimental ground for generative AI. Google is one of the companies that is betting on generative AI as a more flexible alternative to the traditional phone tree.

Customer Engagement Suite with Google AI, a new version of Contact Center AI InsightsIntended for omni-channel contact centers. AI Gemini 1.5 applies Flash to:

• CRM application.
• Workforce Management Application.
• Telephone system for customer service.

Gemini 1.5 Flash adds more capabilities to the product already known as Contact Center AI Insights, providing deeper, more actionable insights. The new AI model is capable of generating KPIs, recommending inquiry topic categories for prioritization, and recommending ways to improve services by operations managers and quality assurance teams.

Quality AI, another new feature, automatically assigns a score to every customer interaction. It connects to the Contact Center as a Service (CCaaS) functionality in the Customer Engagement Suite, which integrates customer experiences across web, mobile, voice, email, and apps.

To access the new features, Google Contact Center AI customers can reach out to sales for pricing details of the Customer Engagement Suite.

Conversational agents: Another way to answer customer questions

AI agents are seen as a potential way to get ROI from generative AI. In the Customer Engagement Suite, Google offers conversational agents. These AI agents can answer certain customer queries and perform automated actions such as verifying a customer’s identity.

Agent Assist, a separate generative AI tool for customer service representatives, received the following features on September 24:

• Creative knowledge: Provides search query suggestions based on conversations.
• Teach: Provides your organization’s information to customer-care representatives to improve response accuracy and process compliance.
• Summary: Prepares recaps for customer service representatives after each call.
• Smart Answer: Provides suggested responses.
• Live translation: Supports real-time translation in over 100 languages.

Security advisory summarizes potential problems for IT administrators

The new Security Advisor feature, designed for threat and data security, is an AI-written email that is periodically sent to IT administrators with information related to their organization. The email will also explain steps administrators can take to enhance security.

Google said on September 24 that the security advisory will be available to Workspace Business Edition customers in the next few weeks.

Gemini Receives Industry Certification for Workspaces

Finally, Google announced that Gemini for Workspace has been certified for certain industry security and privacy standards, including:

• SOC 1/2/3.
• ISO 27001.
• ISO 27701.

Gemini’s Competitors for Workplace

Google’s approach with Gemini is similar to how Microsoft integrated Copilot into its Security and 365 suites. Microsoft launched its Copilot for Security in March.

Some of Gemini’s capabilities for professionals can also be performed by ChatGPT Enterprise, although Google Gemini is more closely integrated into existing call center infrastructure. Salesforce and other contact center AI companies can provide similar services for AI-generated answers during calls.

More news regarding Google Gemini is expected later this week

Google will be conducting an in-person demonstration on Gemini at Work theme in New York on September 26. We’ll get back to you with our experience.