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AI agents that transform customer interactions — conversational agents that understand intent, personalisation engines that predict needs, and contact centre AI that deflects volume at scale.
The three agents in this section cover customer conversations, personalisation and the contact centre. They use Gemini for understanding and generation, with Google Cloud services supplying the conversation, retrieval and recommendation layers.
The Conversational AI Agent is built on Vertex AI Agent Builder and Dialogflow CX and resolves customer queries across channels. The Personalisation Engine uses Vertex AI Recommendations AI and BigQuery ML to choose what to show each user. The Contact Centre AI service implements Google Cloud Contact Center AI, including Agent Assist, automated summarisation and virtual agents, to reduce handling time and after-call work.
The conversational and personalisation agents typically take 3 weeks. Contact Centre AI takes 4 to 6 weeks.
| Agent | Job it does | Main Google Cloud services | Typical delivery |
|---|---|---|---|
| Conversational AI Agent | Resolves customer queries autonomously across channels | Vertex AI Agent Builder, Dialogflow CX, Gemini, Vertex AI Search, Cloud Run | 3 weeks |
| Personalisation Engine | Serves the right product, content or offer to each user in real time | Vertex AI Recommendations AI, BigQuery ML, Gemini | 3 weeks |
| Contact Centre AI | Supports human agents and handles routine calls with virtual agents | Google Cloud Contact Center AI: Agent Assist, summarisation, virtual agents | 4 to 6 weeks |
Start with the problem that costs most today. Choose the conversational agent for slow response times, the personalisation engine for generic recommendations, and Contact Centre AI for high handling time and after-call work.
Escalation to human agents is part of the design, and we agree the rules for it during scoping.
The agents run on Vertex AI, so a Google Cloud project is required. If your data lives elsewhere, we scope how it reaches Google Cloud during planning.
Our platform comparison guides cover when Vertex AI is the better fit. It tends to suit teams whose data is in BigQuery or who work in Google Workspace.
Each agent is delivered as a fixed-price build, scoped on a 30-minute call.
Book a 30-minute scoping call. We will identify the right CX use case and give you a fixed-price delivery plan.