Google Customer Engagement Suite and CCAI Platform

See also

Sources

1. 1
   The Agent Assist documentation navigation lists features including AI Coach, Knowledge Assist in generative and proactive variants, Smart Reply, sentiment analysis, summarization, transcription, Supervisor Assist and live translation.

   Agent Assist basics · documentation navigation tree on the Agent Assist basics page · Checked 2026-09-30
2. 2
   Google documents CX Agent Studio as a minimal code conversational agent builder that is built on Agent Development Kit (ADK).

   CX Agent Studio overview · overview page, introduction · Checked 2026-09-30
3. 3
   The Conversational Agents console includes the features of both the deprecated Dialogflow CX console and the Vertex AI Agent Builder console.

   Conversational Agents console overview · console overview, introduction · Checked 2026-09-30
4. 4
   The Dialogflow release notes record the Conversational Agents console as generally available on March 21, 2025.

   Dialogflow release notes · entry dated March 21, 2025 · Checked 2026-09-30
5. 5
   The CCAI Platform release notes carry a September 29, 2026 entry for version 6.17, labelled prerelease, that introduces warm transfer auto-resume, bringing the caller off hold automatically when the transferring agent leaves.

   Contact Center AI Platform release notes · entry dated September 29, 2026, version 6.17 · Checked 2026-09-30
6. 6
   Creating a CCAI Platform instance requires IAM role assignment that includes the Contact Center AI Platform Admin role.

   Get started with CCAI Platform · get-started page, IAM roles prerequisite · Checked 2026-09-30
7. 7
   The CCAI Platform release notes announced on June 30, 2026 that the Knowledge Assist panel in the agent desktop is being replaced by an Agent Assist Hub panel containing a Knowledge Assist module.

   Contact Center AI Platform release notes · entry dated June 30, 2026 · Checked 2026-09-30
8. 8
   CCAI Platform documentation states a minimum of 1 Mbps of bandwidth per agent with 2 Mbps recommended.

   Get started with CCAI Platform · get-started page, network requirements · Checked 2026-09-30
9. 9
   CCAI Platform requires an up-to-date full WebRTC browser; Chrome, Safari and Firefox are supported and Chrome is recommended.

   Get started with CCAI Platform · get-started page, browser requirements · Checked 2026-09-30
10. 10
    The audio codecs CCAI Platform BYOC lists as supported are G.711 mu-law (PCMU) and G.711 A-law (PCMA).

    Bring your own carrier (BYOC) - CCAI Platform · BYOC page, Supported Audio Codecs · Checked 2026-09-30
11. 11
    CCAI Platform BYOC supports multiple simultaneous inbound carriers but only a single outbound carrier.

    Bring your own carrier (BYOC) - CCAI Platform · BYOC page, limitations · Checked 2026-09-30
12. 12
    CCAI Platform bring your own carrier (BYOC) integrates with an existing enterprise Session Border Controller or telephony carrier by using SIP.

    Bring your own carrier (BYOC) - CCAI Platform · BYOC page, introduction · Checked 2026-09-30
13. 13
    CCAI Platform BYOC is available only for the voice channel.

    Bring your own carrier (BYOC) - CCAI Platform · BYOC page, limitations · Checked 2026-09-30
14. 14
    CCAI Platform handles customer interactions on voice and digital channels.

    Contact Center AI Platform (CCAI Platform) documentation overview · overview page, opening paragraphs · Checked 2026-09-30
15. 15
    The CCAI Platform getting-started documentation lists CRM integrations with Salesforce, HubSpot, Freshdesk, Kustomer, Microsoft Dynamics, Oracle, ServiceNow and Zendesk, plus a custom CRM option.

    Get started with CCAI Platform · get-started page, CRM integration section · Checked 2026-09-30
16. 16
    Google describes CCAI Platform as purpose-built to work alongside CRMs rather than as a replacement for one.

    Contact Center AI Platform (CCAI Platform) documentation overview · overview page, opening paragraphs · Checked 2026-09-30
17. 17
    Google documents Contact Center AI Platform (CCAI Platform) as an AI-driven Contact Center as a Service platform built natively on Google Cloud that uses the other Gemini Enterprise for Customer Experience products at its core.

    Contact Center AI Platform (CCAI Platform) documentation overview · overview page, opening definition paragraph · Checked 2026-09-30
18. 18
    CCAI Platform offers production instance sizes from Small through 3X-Large and non-production instance types Trial, Sandbox, Dev and Time-Limited Trial.

    Get started with CCAI Platform · get-started page, instance size and type list · Checked 2026-09-30
19. 19
    To obtain CCAI Platform a customer works with the Google account team or an approved partner to receive quota allocation, and needs a Google Cloud project with billing enabled.

    Get started with CCAI Platform · get-started page, prerequisites before creating an instance · Checked 2026-09-30
20. 20
    Google recommends assigning a human agent to the same CCAI Platform queue as a virtual agent so that an escalation path exists.

    Virtual agents - CCAI Platform · virtual agent page, queue assignment guidance · Checked 2026-09-30
21. 21
    CCAI Platform virtual agents are built on Dialogflow or on Gemini Enterprise for Customer Experience and are then assigned to queues in CCAI Platform.

    Virtual agents - CCAI Platform · virtual agent page, overview · Checked 2026-09-30
22. 22
    Google now presents the products formerly grouped as Customer Engagement Suite (Conversational Agents, Agent Assist, Insights and CCAI Platform) under the Gemini Enterprise for Customer Experience name.inferred

    Contact Center AI Platform (CCAI Platform) documentation overview · overview page, opening definition paragraph · Checked 2026-09-30
23. 23
    As accessed on 2026-09-30, the Google Cloud URL path /solutions/customer-engagement-ai served a page titled Gemini Enterprise for Customer Experience.

    Gemini Enterprise for Customer Experience | Google Cloud · HTML page title · Checked 2026-09-30
24. 24
    A Dialogflow CX agent is a virtual agent that handles concurrent conversations with end-users.

    Dialogflow CX flow-based agent basics · Agents section · Checked 2026-09-30
25. 25
    Google states that the AI/ML Data Location commitment for Dialogflow CX is supported only in locations within the US and EU.

    Regionalization and data residency (Dialogflow CX) · regionalization page, AI/ML Data Location note · Checked 2026-09-30
26. 26
    Dialogflow CX built-in integrations are Dialogflow CX Phone Gateway, Dialogflow CX Messenger, Messenger from Meta, Workplace from Meta, LINE, Slack and Google Chat.

    Dialogflow CX integrations · Dialogflow CX built-in integrations · Checked 2026-09-30
27. 27
    A Dialogflow release note dated October 16, 2025 stated that the Dialogflow CX console would be deprecated on October 31, 2025, after which all users are automatically routed to the Conversational Agents console.

    Dialogflow release notes · entry dated October 16, 2025 · Checked 2026-09-30
28. 28
    Dialogflow CX keeps data-at-rest physically within the geographical region or location selected when the agent is created.

    Regionalization and data residency (Dialogflow CX) · regionalization page, data residency · Checked 2026-09-30
29. 29
    In Dialogflow CX, flows define conversation topics and their paths, and the states of a session are represented by pages, with exactly one page active at a time.

    Dialogflow CX flow-based agent basics · Flows section and Pages section · Checked 2026-09-30
30. 30
    A Dialogflow CX intent categorizes an end-user's intention for one conversation turn.

    Dialogflow CX flow-based agent basics · Intents section · Checked 2026-09-30
31. 31
    Cisco Webex Contact Center and Genesys Cloud integrations with Dialogflow are documented by Cisco and Genesys in their own help centers and were not named in the partner telephony list retrieved from Google's Dialogflow CX integrations page, so that Google list should not be read as the full set of contact center platforms that can use a Dialogflow agent.inferred

    Dialogflow CX integrations · Partner telephony integrations · Checked 2026-09-30
32. 32
    Google's Dialogflow CX integrations page names AudioCodes, Avaya, Twilio and Voximplant under partner telephony integrations, described as created by Google partners in collaboration with Google.

    Dialogflow CX integrations · Partner telephony integrations · Checked 2026-09-30
33. 33
    A Dialogflow CX agent's region is fixed at creation; moving an agent to another region requires exporting it and restoring it into an agent in the target region.

    Regionalization and data residency (Dialogflow CX) · regionalization page, limitations · Checked 2026-09-30
34. 34
    Google states that when a third-party integration is used with Dialogflow CX, requests and end-user data are sent to both Google and the third party.

    Dialogflow CX integrations · integrations page, third-party integration note · Checked 2026-09-30
35. 35
    Dialogflow CX webhooks are services that host business logic or call other services, used for dynamic responses and backend actions during a session.

    Dialogflow CX flow-based agent basics · Webhooks section · Checked 2026-09-30
36. 36
    Trade press reported that Google unveiled Gemini Enterprise for Customer Experience on January 11, 2026 at NRF 2026 in New York.

    Google Unveils Gemini Enterprise for Customer Experience · article opening paragraphs · Checked 2026-09-30
37. 37
    Genesys Cloud integrates with Google Cloud Dialogflow CX to enable conversational bot interactions in Architect call and message flows.

    About the Google Cloud Dialogflow CX integration · article introduction · Checked 2026-09-30
38. 38
    Genesys states that custom text-to-speech voices are currently incompatible with the Google Cloud Dialogflow CX integration.

    About the Google Cloud Dialogflow CX integration · article notes · Checked 2026-09-30
39. 39
    The Genesys Cloud Dialogflow CX quick start guide requires Edge and Media Tier version 1.0.0.8398 or later.

    Google Cloud Dialogflow CX quick start guide · quick start guide, requirements · Checked 2026-09-30
40. 40
    Genesys documentation states that Google prices Dialogflow CX monthly based on the edition, pricing plan, number of requests, total duration of audio processed and total duration of the interaction.

    Google Cloud Dialogflow CX integration overview · overview article, pricing note · Checked 2026-09-30
41. 41
    Genesys states that Google Cloud Dialogflow CX is not supported with BYOC Premises and is not supported with premises-based Edge (LDM).

    Google Cloud Dialogflow CX integration overview · overview article, limitations notes · Checked 2026-09-30
42. 42
    Genesys states that the Google Cloud Dialogflow CX integration is PCI DSS compliant and can be used in secure call flows.

    About the Google Cloud Dialogflow CX integration · article notes · Checked 2026-09-30
43. 43
    The credential step of the Genesys quick start names three Google service account roles: Dialogflow API Client, Dialogflow API Reader and a third Dialogflow conversation-related role.disputed

    Google Cloud Dialogflow CX quick start guide · quick start guide, step 1 create the service account credential · Checked 2026-09-30
44. 44
    The configuration step of the Genesys quick start names two Google service account roles, Dialogflow API Client and Dialogflow API Reader.disputed

    Google Cloud Dialogflow CX quick start guide · quick start guide, step 3 configure and activate · Checked 2026-09-30
45. 45
    The Genesys Cloud Dialogflow CX quick start runs in this order: create the Google service account credential, obtain the integration from Genesys AppFoundry, configure and activate the integration, create an Architect flow that uses the Call Dialogflow CX Bot action, then route a Genesys Cloud phone number to the flow.

    Google Cloud Dialogflow CX quick start guide · quick start guide, steps 1 through 5 · Checked 2026-09-30
46. 46
    Customer Experience Insights can export data to BigQuery for custom analysis.

    Customer Experience Insights documentation · overview page, feature list · Checked 2026-09-30
47. 47
    Customer Experience Insights imports contact center interaction data and runs analytics on it to help users detect and visualize patterns, including sentiment, entities and topics.

    Customer Experience Insights documentation · overview page, introduction · Checked 2026-09-30
48. 48
    On January 12, 2026 Google renamed the product previously called Conversational Insights to Customer Experience Insights, CX Insights for short, stating it is the same product with the same features.

    Customer Experience Insights release notes · entry dated January 12, 2026 · Checked 2026-09-30
49. 49
    The Insights release notes carry a September 17, 2025 entry moving the product to subscription-based pricing with Standard, Enterprise and Standalone Quality AI editions.

    Customer Experience Insights release notes · entry dated September 17, 2025 · Checked 2026-09-30
50. 50
    The Dialogflow CX Phone Gateway integration works only with agents created in the global region.

    Dialogflow CX Phone Gateway · Phone Gateway page, limitations · Checked 2026-09-30
51. 51
    The Dialogflow CX Phone Gateway supports only US phone numbers.

    Dialogflow CX Phone Gateway · Phone Gateway page, limitations · Checked 2026-09-30
52. 52
    A playbook is the basic building block of generative agents in Conversational Agents, defined by a name, goal, instructions, examples and parameters.

    Playbooks · playbook page, introduction and playbook data sections · Checked 2026-09-30
53. 53
    Playbooks do not support DTMF input from telephone systems.

    Playbooks · playbook page, limitations · Checked 2026-09-30
54. 54
    The Playbook feature is excluded from the Dialogflow CX SLA.

    Playbooks · playbook page, limitations · Checked 2026-09-30
55. 55
    Google's console documentation contrasts playbooks as generative with flows as deterministic, and lets the builder choose either a playbook or a flow as the resource that begins the conversation.

    Conversational Agents console overview · console overview, start resource selection · Checked 2026-09-30
56. 56
    Quality AI uses an AI model to automatically analyze customer service conversations and evaluate them against scorecards the customer supplies.

    Quality AI basics · Quality AI basics, introduction and scorecard section · Checked 2026-09-30
57. 57
    Cisco states the Contact Center AI configuration feature for Google CCAI is available in the US, UK, Frankfurt, Australia, Japan, Singapore and Canada.

    Create a Contact Center AI configuration · Create a Contact Center AI configuration, availability note · Checked 2026-09-30
58. 58
    Cisco's Google CCAI connector article lists as prerequisites a Google Cloud project ID and Dialogflow agent, a contact center order in Cisco Commerce Workspace, completion of the Assessment to Quality (A2Q) process for CCAI, and submission of the CCAI provisioning form that maps the project ID to Cisco's service account.

    Configure Google CCAI connector · Configure Google CCAI connector, prerequisites · Checked 2026-09-30
59. 59
    A Webex Contact Center AI configuration that uses the Google CCAI connector requires the Google Conversation Profile ID to be entered in the Google Conversation Profile field.

    Create a Contact Center AI configuration · Create a Contact Center AI configuration, procedure steps · Checked 2026-09-30
60. 60
    Cisco states that when a customer uses its own Google Cloud project with the Google CCAI connector, the CCAI Project Name and the Billable Project Name should be the same.

    Configure Google CCAI connector · Configure Google CCAI connector, connector fields note · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Google Customer Engagement Suite and CCAI Platform. WarmTransfer. https://warmtransfer.net/knowledge/google-customer-engagement-suite

@misc{warmtransfer-google-customer-engagement-suite,
  title  = {Google Customer Engagement Suite and CCAI Platform},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/google-customer-engagement-suite},
  note   = {Verified 2026-09-30}
}