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SPECIFICTION
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Google Agent Assist

cloud.google.com

Free plan WebAPI
Visit cloud.google.com
Spec score 8.0 #4 of 24 in Agent Assist Software

What it is

Google Agent Assist gives customer care representatives guidance during customer interactions. It can recommend ready-to-send responses, provide contextual steps and next-best actions, and generate suggested content from business and customer sources such as websites, knowledge bases, documentation and CRMs. For calls, it transcribes in real time and prepares summaries of interactions, key takeaways and next steps afterward. AI Coach provides contextual coaching during conversations, while AI Trainer offers interactive simulations and personalized training for new and less experienced support staff. A Salesforce Lightning Web Component connects Agent Assist modules to Salesforce for suggestions during chat and voice conversations. The service is available through web and API platforms and supports multiple channels. Chat is billed per message for customers onboarded on or after March 6, 2026; earlier customers remain on per-session SKUs. Listed voice rates are $0.03 processed for Standard and $0.05 processed for Enterprise. The product page notes a preview feature and says Cloud AI availability or latency guarantees may differ from other Google Cloud services.

Spec sheet

Purpose
Agent Assist provides in-the-moment coaching and next-best-action guidance to customer care representatives to help resolve customer issues faster and more accurately.Read 29 Sep 2026 · cloud.google.com
AI Coach
AI Coach provides contextual assistance, step-by-step guidance, and coaching during interactions.Read 29 Sep 2026 · cloud.google.com
AI Trainer
AI Trainer provides interactive simulations and personalized training for new and less experienced support staff.Read 29 Sep 2026 · cloud.google.com
Availability caveat
The product page notes that a listed product or feature is in preview and says Cloud AI products may have different latency or availability guarantees from other Google Cloud services.Read 29 Sep 2026 · cloud.google.com
Getting started
Google provides Agent Assist basics documentation and a simulator tutorial for previewing model performance before implementation.Read 29 Sep 2026 · cloud.google.com
Knowledge answers
It generates suggested content from business and customer data sources including websites, knowledge bases, documentation, and CRMs.Read 29 Sep 2026 · cloud.google.com
Pricing detail
Chat is priced per message for customers onboarded on or after March 6, 2026; existing customers onboarded earlier continue under obsolete per-session SKUs.Read 29 Sep 2026 · cloud.google.com
Salesforce integration
A Salesforce Lightning Web Component integrates Agent Assist UI modules with Salesforce for real-time suggestions during chat and voice conversations.Read 29 Sep 2026 · docs.cloud.google.com
Security and compliance
Google Cloud says it regularly undergoes independent verification and holds certifications, attestations, and audit reports to support customer compliance.Read 29 Sep 2026 · cloud.google.com
Suggested responses
It recommends ready-to-send responses and contextual step-by-step guidance for service representatives.Read 29 Sep 2026 · cloud.google.com
Transcription and summaries
It transcribes calls in real time and automatically summarizes interactions, key takeaways, and next steps after completion.Read 29 Sep 2026 · cloud.google.com
Who it is for
The product is designed for customer care representatives and support staff handling customer interactions.Read 29 Sep 2026 · cloud.google.com

Plans and prices

Enterprise Chat (Agent Assist for premium chat sessions) Free Per message processed; for customers onboarded on or after March 6, 2026. Standard features · AI Coach · Live Translation · Companion Agent (Private GA) · Supervisor Assist (Private GA) Read 29 Sep 2026 · cloud.google.com
Standard Chat (Agent Assist for chat) Free Per message processed; for customers onboarded on or after March 6, 2026. Summarization · Knowledge Assist · Sentiment Analysis Read 29 Sep 2026 · cloud.google.com
Agent Assist Voice Standard $0.03, paid once Per minute processed. Transcription · Summarization · Knowledge Assist · Sentiment Analysis Read 29 Sep 2026 · cloud.google.com
Agent Assist Voice Enterprise $0.05, paid once Per minute processed. Standard features · AI Coach · Live Translation (Private GA) · Companion Agent (Private GA) · Supervisor Assist (Private GA) Read 29 Sep 2026 · cloud.google.com

Every Google Agent Assist plan and price →

Strong points and limits

Strong points

  • Suggests ready-to-send responses and next-best actions.
  • Transcribes calls in real time.
  • Summarizes interactions and next steps.
  • Salesforce integration supports chat and voice suggestions.

Limits

  • No free plan is listed.
  • Voice Standard costs $0.03 processed.
  • Voice Enterprise costs $0.05 processed.
  • A listed feature is in preview.

Who it suits

Agent Assist is designed for customer care representatives and support staff handling customer interactions. It may suit teams that want response suggestions, call summaries, coaching or training support.

Verdict

Agent Assist combines live guidance with call transcription and post-interaction summaries. Pricing depends on channel and customer onboarding timing, and a listed feature is in preview.

Where Specifiction places it

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