G2

Subhashree S.

Developer

Computer Software

Enterprise (> 1000 emp.)

8/14/2026

"AI Automation with Real-Time Agent Assist That Streamlines Support"

4.5/5

What do you like best about Google Contact Center AI?

What I like best is how it combines AI automation with real-time support for human agents. The virtual agents can handle routine customer queries, while Agent Assist can surface relevant information, suggest responses, and provide real-time guidance during more complex conversations. That helps reduce repetitive work and lets support teams focus on issues that actually need human attention. Review collected by and hosted on G2.com.

What do you dislike about Google Contact Center AI?

The main thing I dislike is that the overall setup can become complex and expensive as usage grows. There are several components and integrations to configure, and getting the most out of the platform can require a fair amount of Google Cloud expertise. The usage-based pricing also needs to be monitored carefully for high-volume contact centers. Review collected by and hosted on G2.com.

What problems is Google Contact Center AI solving and how is that benefiting you?

It helps solve the problem of high customer-support volume and the time agents spend on repetitive tasks. We use it to automate routine queries, route customers to the right team, and give agents real-time information and suggested responses. This reduces handling time and wait times, improves agent productivity, and makes it easier to scale support without adding headcount at the same rate. Review collected by and hosted on G2.com.