--- title: Google Contact Center AI Reviews meta\_title: 'Google Contact Center AI Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 46 reviews by the users' company size, role or industry to find out how Google Contact Center AI works for a business like yours. aggregate\_rating: rating\_value: 4.4 review\_count: 46 scale: '5' date\_modified: '2026-08-11' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Google Contact Center AI Reviews & Product Details Contact Center AI Delight your customers with human-like AI-powered contact center experiences, lower costs, and free up your human agents' time. Contact Center AI enables you to do just that. * * * Seller [Google](https://www.g2.com/sellers/google) Discussions [Google Contact Center AI Community](https://www.g2.com/products/google-google-contact-center-ai/discuss) Solution Type Best-of-Breed Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 2 months [ View More Pricing Information ](https://www.g2.com/products/google-google-contact-center-ai/pricing) ## Top-Rated Alternatives [ ![Genesys Cloud CX](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Genesys Cloud CX") Genesys Cloud CX 4.4/5(1,558) ](https://www.g2.com/products/genesys-cloud-cx/reviews) [ ![NICE CXone](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "NICE CXone") NICE CXone 4.3/5(1,730) ](https://www.g2.com/products/nice-cxone/reviews) [ ![Agentforce Service (formerly Salesforce Service Cloud)](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Agentforce Service (formerly Salesforce Service Cloud)") Agentforce Service (formerly Salesforce Service Cloud) 4.4/5(7,358) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) [ View All Alternatives ](https://www.g2.com/products/google-google-contact-center-ai/competitors/alternatives) ## User Insights Average based on 46 real user reviews. Implementation Time 2 months [Log in to unlock pricing and user insights](/login) ## Google Contact Center AI Integrations (2) What do users say about integrations? Integration information sourced from real user reviews. [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Google Cloud Speech to Text ](https://www.g2.com/products/google-google-cloud-speech-to-text/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Twilio ](https://www.g2.com/products/twilio/reviews) Show More ![Pritam K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pritam K.") PK Pritam K. Senior Software Engineer Small-Business (50 or fewer emp.) 5/3/2024 "Google Contact Center AI : The new generation of chatbot" 4.5/5 What do you like best about Google Contact Center AI? \*Seamless and smooth onboarding experience. \*With the use of AI, now it's not monotonous and feels like you are interacting with a human. Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? \*Adding more suggestions can be improved. \*Giving rating to customer for their users experience can be introduced. This will help in analytics. Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? Earlier a coustom needed to connect directly to company for any queries and that caused days of delay and human efforts were required to address all those queries, with the introduction of Google contact centre AI now companies are saving lots of human efforts and customers are getting realtime response for their queries. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite AW Andy W. System Administrator Small-Business (50 or fewer emp.) 12/28/2023 "Google Contact Center Is Essential" 4.5/5 What do you like best about Google Contact Center AI? I love Google Contact Center AI for so many reason, but mainly because automated learning excels against the competitive contact center softwares out there. It streamlines essential business needs and helps save more money/generate more leads. Oh, and Google Contact Center AI also helped my friends business reduce in-store call volume by 50%! Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? If you're a beginner it can be tough learning how to fully operate and understand the functionality of Google Contact Center AI, but with time you'll be able to navigate their platform fluidly. It's a great contact center, so I really don't have any complaints in all honesty. Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? Google Contact Center AI helped solve a variety of problems for me actually. I'll elaborate on the fact that it lowered in-store call volume by close to 60%! It's incredible how far technology involving AI has advanced and I have to say that Google Contact Center AI is superior. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite PR Paras R. Enterprise (\> 1000 emp.) 1/4/2024 "AI-Powered Contact Excellence" 5/5 What do you like best about Google Contact Center AI? Google Contact Center AI revolutionizes customer service with AI-driven tools, adept virtual agents, sentiment analysis, and real-time assistance, offering unparalleled efficiency and a smooth experience. Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? Occasional complexity in setup and integration may pose initial challenges for users. Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? For the past two years, leveraging Google Contact Center AI has transformed our customer service landscape. The seamless integration of AI-driven functionalities has significantly boosted our efficiency and service quality. Our team adeptly utilizes the virtual agents to handle diverse queries, ensuring a streamlined and satisfactory customer experience. The incorporation of sentiment analysis has empowered our agents to understand and respond to customer emotions effectively, enhancing overall interactions. The real-time agent assistance feature has been invaluable during live conversations, ensuring our team delivers prompt and accurate support. Overall, this tool has been instrumental in elevating our customer service standards over the past two years. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Minu V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Minu V.") MV Minu V. Business Manager E-Learning Enterprise (\> 1000 emp.) 12/19/2023 "Improve your customer service experience with Google Contact Center AI." 5/5 What do you like best about Google Contact Center AI? Google Contact Center AI has helped us to improve our customer service by providing faster resolution to the customers within TAT. This tool has saved our time and money by automating the tasks. With Google Contact Center AI, businesses can enhance their customer service operations by utilizing the data and analytics offered by the Insights feature. The integration with salesforce and zendesk has helped our team to get customer's data and work smoothly. Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? Contact center agents may lose their jobs as a result of CCAI, even though it automates some tasks. Concerns about possible job losses and the necessity of reskilling and upskilling programs to assist workforce adaptation are brought up ethically by this. Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? Faster resolution times and streamlined operations result in cost savings through increased customer service efficiency and agent productivity. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Burhanuddin L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Burhanuddin L.") BL Burhanuddin L. Head of Business Strategy Small-Business (50 or fewer emp.) 2/21/2024 "Connecting seamlessly : Google Contact Center AI" 4/5 What do you like best about Google Contact Center AI? The best thing which i liked about Google contact center ai is its unified communication capailities , ie: Managing voice, chat, email all at one place. Also the impressing feature is to get real-time insights! Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? the dislikeness about google contact center ai is its potential integration challenges which i felt. Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? The google contact center ai is solving the customer experience, ie: enhancing the customer experience which can be very fruitfull for he organisations in long run! Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![sushil m.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "sushil m.") SM sushil m. Enterprise (\> 1000 emp.) 12/29/2023 "Best AI powered contact center to reduce the business costs" 4.5/5 What do you like best about Google Contact Center AI? It helps in providing real-time information to the customers and the best guidance application which can be ever seen now. it enables one on one interactions with virtual agents with live insights on them. Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? There is nothing to dislike as of now and they keep on updating latest upcoming features Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? AI is the future and the progress which this tool has shown till now is incredible, the tool is helping us in making the complex business easy by interacting with virtual agents and providing the latest updates and insights go hand in hand Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite KS Kamran S. Staffing and Recruiting Mid-Market (51-1000 emp.) 1/18/2024 "It's amazing for people who does not have good coding skill like me and want to create chatbot." 4/5 What do you like best about Google Contact Center AI? I love its ready-made plan/template for making useful tools. Drag and drop things made complex tasks so simple so that even a non-IT person can use this to make chatbots and other stuff. Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? It's insight feature is not so useful as I think they can add more factors/category to make it more useful. Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? For me, it helps us to make a chatbot for general queries by which customer satisfaction increased. Review collected by and hosted on G2.com. Show More 1/21/2024 Validated ReviewerIncentivizedSource: G2 invite ![Rahul S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rahul S.") RS Rahul S. Technical Architect Small-Business (50 or fewer emp.) 12/28/2023 "The Contact Center Platform" 4.5/5 What do you like best about Google Contact Center AI? Multi modal support for text, voice and chat. Is integrated with existing GCP Products Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? The rise of Bard and ChatGPT might make CCAI feel a bit outdated. Expensive @ 0.02$/chat Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? Developing a CCAI platform for a client using chat and voice Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Ashutosh S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ashutosh S.") AS Ashutosh S. Consultant Mid-Market (51-1000 emp.) 1/31/2024 "Agent-less Contact Centres" 4.5/5 What do you like best about Google Contact Center AI? The top features like Virtual Agents, AI-driven routing, Insights on customers, customer support, seamless use and implementation, and the ease with which it gets integrated Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? It's a bit high on cost and few implementations get complex Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? Sentiment analysis is the the top problem and the insights that it is capable of providing is astonishing Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite AM Aravind M. Mid-Market (51-1000 emp.) 1/3/2024 "Deep Dive for Tech-Savvy Humans with Google Contact Center AI" 5/5 What do you like best about Google Contact Center AI? CCAI analyzes customer interactions, providing valuable insights to improve performance and identify trends. This data-driven approach empowers proactive decision-making. It integrates seamlessly with existing platforms and lets you build custom AI solution. Review collected by and hosted on G2.com. What do you dislike about Google Contact Center AI? There is nothing to dislike about google contact center ai Review collected by and hosted on G2.com. What problems is Google Contact Center AI solving and how is that benefiting you? Efficient virtual agents and automated tasks led to a significant decrease in operating expenses. Faster resolutions and personalized interactions boosted customer loyalty and brand perception. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ##### Pricing Pricing details for this product isn’t currently available. Visit the vendor’s website to learn more. [ View More Pricing Information ](https://www.g2.com/products/google-google-contact-center-ai/pricing) Google Contact Center AI Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image") Genesys Cloud CX 4.4/5(1,558) [ Compare Now ](https://www.g2.com/compare/genesys-cloud-cx-vs-google-google-contact-center-ai) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_927f66d37532def5fb7c634b71671819/nice-cxone.jpg "Product Avatar Image") NiCE CXone 4.3/5(1,730) [ Compare Now ](https://www.g2.com/compare/google-google-contact-center-ai-vs-nice-cxone) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e63eb2d0ef10e2df421befaed80bed3c/agentforce-service-formerly-salesforce-service-cloud.jpg "Product Avatar Image") Agentforce Service... 4.4/5(7,358) [ Compare Now ](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-google-google-contact-center-ai) ##### ##### Google Contact Center AI Features Channels Voice Social Live Chat Functions Session Queuing Speech Analytics IVR Administrative Session Recording Customer Support Text Speech Knowledge Base [ View More Features ](https://www.g2.com/products/google-google-contact-center-ai/features) ## Work at Google? 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