Google launches Agent Assist for Chat in preview

Google today launched Agent Assist for Chat in public preview, an extension of its Contact Center AI platform that provides call center agents with support via text, in addition to calls. First announced in September, Agent Assist attempts to identify customers' intents and provide agents with real-time recommendations such as articles and FAQs as well as responses to messages. Online chat is becoming one of the most popular ways to reach out to businesses for customer support. In 2020, although phone and voice was responsible for the bulk of interactions, email makes up for around 13% of customer interactions, IDC reports. Live chat without automation is responsible for around 8% of interactions.