Google recognized as leader in Conversational AI by Gartner

Gemini Enterprise for Customer Experience is presented as a platform for building advanced AI agents that can understand intent, reason across knowledge bases, and take action within business systems. This aims to create more seamless customer journeys across voice and digital channels, driving revenue growth and reducing operational costs.

CX Agent Studio is Google's platform for developing intelligent customer experience agents, designed to abstract technical complexities. It allows enterprise teams to build multimodal AI agents for voice and chat, assist human representatives, analyze conversations, and accelerate deployment with pre-built industry agents.

The Home Depot is leveraging AI voice agents built with CX Agent Studio to enhance customer support, achieving up to 4x faster resolution times compared to traditional phone menus. These agents can understand customer intent quickly to facilitate purchases, initiate service requests, or seamlessly connect customers to human associates.

Gemini Enterprise for Customer Experience and CX Agent Studio are powered by Google's AI optimized stack, including custom-built AI infrastructure and the Agentic Data Cloud. This integrated system is engineered for performance, security, and cost-efficiency, ensuring agents benefit from continuous advancements in Google's AI capabilities and hardware.

For the second consecutive year, Google has been recognized as a leader in the Gartner Magic Quadrant for Conversational AI Platforms. The company received the highest positioning for both Vision and Execution, and ranked #1 in three out of four Critical Capabilities Use Cases. This acknowledgement is attributed to Google's ongoing investments in AI research, enterprise infrastructure, and customer success in deploying AI at scale.