Google Generative AI Leader Exam - Topic 1 Question 1 Discussion

Actual exam question for Google's Generative AI Leader exam

Question #: 1
Topic #: 1

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?

AAgent Assist

BConversational Agents

CConversational Insights

DGoogle Cloud Contact Center as a Service

Show Suggested Answer

Suggested Answer: A

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

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Gussie

6 days ago

I practiced a similar question, and I feel like Google Cloud Contact Center as a Service is more about the infrastructure rather than direct agent support.

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Kallie

12 days ago

I'm not entirely sure, but I remember something about Conversational Insights being more about analyzing data rather than assisting agents directly.

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Wade

17 days ago

I think the answer might be Agent Assist since it focuses on providing real-time guidance to agents.

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Gail

23 days ago

Conversational Insights seems interesting, but the question is looking for a tool that can provide real-time guidance, so I'm not sure if that's the best fit. I'll have to re-read the question carefully.

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Nichelle

28 days ago

Google Cloud Contact Center as a Service could be a comprehensive solution, but the question is specifically asking about the Customer Engagement Suite, so I'm leaning towards one of the other options.

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Olive

1 month ago

Hmm, I'm not sure. Conversational Agents might also be a good choice since it can help streamline the support process. I'll need to think this through a bit more.

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Gregoria

1 month ago

I think Agent Assist sounds like the best option here. It's designed to provide real-time guidance and suggestions to agents without fully automating the conversation.

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Magnolia

4 months 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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Caprice

2 months ago

Conversational Agents could be a good option if the team wants to add a personal touch to customer conversations.

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Kate

3 months ago

Agent Assist - definitely the best choice for real-time guidance and streamlining support interactions.

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Fernanda

4 months 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

4 months 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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Celia

2 months ago

I agree, Agent Assist can definitely help improve efficiency during support interactions.

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Arlette

2 months ago

I think Agent Assist would be the best choice for real-time guidance.

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Lashawn

3 months ago

Yeah, Agent Assist can definitely help streamline the support process for the live agents.

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Viola

3 months ago

I think Agent Assist would be the best choice for real-time guidance.

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Sylvie

4 months 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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Gerald

3 months ago

C) Conversational Insights

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Julieta

3 months ago

A) Agent Assist

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Catherin

4 months 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

4 months ago

I agree with Desmond. Agent Assist can provide real-time guidance to agents and improve efficiency.

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Desmond

4 months ago

I think the organization should use Agent Assist.

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Rupert

5 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

4 months 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

4 months 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

5 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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