Next gen of Customer Engagement Suite

Year: 2025 · ▶ Watch on YouTube

Patrick Marlow (Product Manager, Applied AI)

Switch language → zh

Segments (1)

  • 00:00:16 · Next-Generation Customer Engagement Suite Demo — Patrick Marlow
    • A live demonstration of a multimodal AI agent assisting a customer with a gardening purchase, including video identification, product recommendations, upselling, price negotiation with supervisor approval, and appointment scheduling.

Products Announced (1)

  • 00:00:23 · Next-Generation Customer Engagement Suite (Available)
    • Multimodal AI agents (voice, text, video) · Seamless escalation and agent assist with human supervisors · Integration with third-party CRMs (e.g., Salesforce)
    • Available for use today

Customer Stories (1)

  • 00:00:53 · Simple Home and Garden — Fictional e-commerce store used for the demo.

Competitor Mentions / Comparisons (1)

  • 03:01:45 · vs GreenScape — A fictional competitor mentioned by the customer during a price match negotiation for landscaping services.

Demos (1)

  • 00:00:46 ✓ · Simple Home and Garden AI Agent — Patrick Marlow
    • A complete customer journey with an AI agent on a fictional website. The demo included: initiating a voice chat, escalating to a video call for plant identification, receiving personalized product recommendations, the agent updating the shopping cart, upselling to a landscaping service, negotiating a price which required a human supervisor’s approval via a CRM backend, and scheduling the service.

Notable Quotes (4)

  • 00:20:45 — Patrick Marlow:

    I am stoked to be here today showcasing our next-generation customer engagement suite in action.

  • 02:30:85 — AI Agent:

    Funny you should mention that. We actually do offer professional landscaping services.

  • 05:07:35 — AI Agent:

    Good luck at your pickleball tournament.

  • 05:16:05 — Patrick Marlow:

    Now that was pretty amazing, right? That entire thing was 100% real and live.

Visual Signals

On-screen (11)

  • 00:01:55 · Google Cloud Next logo
    • Event branding.
  • 00:05:55 · Patrick Marlow, Product Manager, Applied AI
    • Speaker identification.
  • 00:31:55 · Website for 'Simple Home and Garden' with a 'Celebrate spring with 20% off' banner.
    • Sets the stage for the e-commerce demo.
  • 00:48:55 · Customer Service Agent chat window UI.
    • Shows the start of the AI agent interaction.
  • 01:07:55 · Shopping cart UI showing 'Standard Potting Soil' and 'Standard Fertilizer'.
    • Establishes the customer’s initial, un-optimized order.
  • 01:48:55 · Soil product recommendations: 'Bloom Booster Potting Mix' and 'Flower Power Fertilizer'.
    • Demonstrates the AI agent’s ability to provide personalized, superior recommendations.
  • 02:23:55 · Updated shopping cart with 'Added by Agent' tags on the new items.
    • Shows the agent’s capability to directly manipulate the user’s cart.
  • 03:27:55 · Salesforce Service Console UI.
    • Reveals the backend integration and the agent-supervisor interaction.
  • 04:07:55 · Discount applied to service offerings, showing the landscaping service price reduced from $200 to $1
    • Visual confirmation of the successful price negotiation and supervisor-approved discount.
  • 04:22:55 · Appointment times available this Thursday.
    • Demonstrates the agent’s ability to access scheduling systems and offer options.
  • 04:36:55 · Appointment Confirmed, with options for Confirmation Email and Calendar Invite.
    • Shows the completion of the scheduling task and follow-up actions.

Stage (3)

  • 00:07:55 · Patrick Marlow walks on stage carrying a crate of flowers, which serves as a prop for the demo.
  • 01:35:55 · Patrick Marlow picks up a potted petunia from his prop crate and holds it up to his laptop camera to be identified by the AI agent.
  • 05:11:55 · The audience applauds at the conclusion of the successful live demo.

Visual demos (2)

  • 00:46:55 · A live, multi-modal customer service interaction on a fictional e-commerce website.
    • The demo showed a split screen with Patrick Marlow on one side and the website/agent UI on the other. The UI dynamically updated to show the conversation, video feed, product recommendations, cart changes, service offerings, discounts, and appointment scheduling in real-time.
  • 03:27:55 · The backend view of the agent assist feature within Salesforce CRM.
    • The screen showed the Salesforce Service Console with a chat log between the AI agent and a human supervisor. The supervisor was shown typing a message to guide the AI agent on how to handle the customer’s discount request.

Key Topics

Generative AI · Customer Experience (CX) · Contact Center AI (CCAI) · Agent Assist · Multimodal AI · Video Interaction · CRM Integration · Salesforce · E-commerce · Retail Technology · AI Agents · Conversational AI · Live Demo

Takeaways

  • Google Cloud is advancing its Contact Center AI with a next-generation suite that leverages multimodal generative AI.
  • The new capabilities allow AI agents to handle complex, multi-turn conversations that include voice, text, and video analysis.
  • AI agents can perform actions on behalf of the user, such as identifying products from a video stream, making personalized recommendations, and updating a shopping cart.
  • The system features a robust ‘human-in-the-loop’ design, allowing AI agents to seamlessly escalate to human supervisors for guidance or approvals without breaking the customer interaction.
  • Deep integration with third-party CRMs like Salesforce is a key feature, enabling a unified view for agent assistance and supervision.
  • The AI demonstrates a high degree of natural language understanding and generation, even handling upselling, price negotiation, and scheduling.
  • The platform is presented as being fully functional and available for customers to start using immediately.