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Google Exam Generative-AI-Leader Topic 1 Question 1 Discussion

Actual exam question for Google's Generative-AI-Leader exam
Question #: 1
Topic #: 1
[All Generative-AI-Leader Questions]

An organization with a team of live customer service agents wants to improve agent efficiency and customer satisfaction during support interactions. They are looking for a tool that can provide real-time guidance to agents, suggest helpful information, and streamline the support process without fully automating customer conversations. Which component of Google's Customer Engagement Suite should they use?

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Suggested Answer: A

by Brianne at Jun 11, 2025, 10:21 PM

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Magnolia
4 days ago
Agent Assist - sounds like a no-brainer! Unless the agents want to start cracking jokes during the calls, then Conversational Agents might be the way to go.
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Fernanda
9 days ago
Google Cloud Contact Center as a Service? Sounds like they're trying to sell us the whole package, but we just need that one specific feature. I'll stick with A too.
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Isreal
11 days ago
Hmm, Conversational Insights could give them valuable data, but it doesn't seem to address the real-time guidance and streamlining they need. I'll go with A.
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Sylvie
16 days ago
Conversational Agents might be overkill for this scenario. They're looking to enhance agent efficiency, not replace them with bots.
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Catherin
20 days ago
I believe Conversational Agents could also be a good option to streamline the support process without fully automating customer conversations.
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Florinda
21 days ago
I agree with Desmond. Agent Assist can provide real-time guidance to agents and improve efficiency.
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Desmond
23 days ago
I think the organization should use Agent Assist.
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Rupert
2 months ago
I think Agent Assist is the way to go. It provides real-time guidance to agents without fully automating the conversation. That's exactly what they're looking for!
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Alita
23 days ago
Agent Assist seems like the ideal solution for the organization. It can suggest helpful information and streamline the support process without fully automating customer conversations.
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Rebecka
28 days ago
Yes, Agent Assist can definitely help improve agent efficiency and customer satisfaction during support interactions. It's a great choice for their needs.
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Louvenia
1 months ago
I agree, Agent Assist sounds like the perfect tool for them. It can provide real-time guidance to agents without taking over the conversation.
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