A telecom company's contact center agents struggle to find accurate information quickly during calls, leading to long handle times and inconsistent answers. They want to improve agent efficiency without replacing their existing telephony infrastructure. What should they do?

Use Conversational Insights to generate post-call summaries for quality assurance.

Deploy Agent Assist to provide real-time article suggestions and next-best-action recommendations to agents.

Implement a Conversational Agent to handle all customer calls automatically.

Migrate to Google Cloud Contact Center as a Service (CCaaS) to gain better call routing.

Which component of the Customer Engagement Suite is designed to help human agents during live customer interactions?

Google Cloud Contact Center as a Service

How does the Customer Engagement Suite help businesses improve customer experience?

By replacing all customer service channels with a single chatbot

By providing a unified platform that combines AI agents, agent assistance, and conversation analytics

By storing all customer data in a single database

By automatically generating marketing campaigns

A travel agency wants to replace its legacy on-premises phone system with a cloud-based solution that can scale during peak booking seasons. They also want to integrate AI-powered virtual agents to handle simple inquiries. What should they do?

Implement Agent Search on their website.

Use Agent Assist and Conversational Insights only.

Deploy Conversational Agents on their website only.

Adopt Google Cloud Contact Center as a Service (CCaaS) and integrate Conversational Agents.

Google CloudGenerative AI Leader

Domain 2Objective 3

2.3 Describe How Google Cloud’s Gen AI Offerings Improve the Customer Experience. GENERATIVE-AI-LEADER Practice Questions (Page 4)

Part of the Google Cloud’s gen AI offerings domain, which accounts for ~35% of the GENERATIVE-AI-LEADER exam.

36questions here

8free pages

9concepts

~35%of the exam

9 Concepts in This Objective

External Search Offerings Overview
Use Cases for External Search
Business Benefits of External Search
Customer Engagement Suite Overview
Conversational Agents Functionality and Use Cases
Agent Assist Functionality and Use Cases
Conversational Insights Functionality and Use Cases
Contact Center as a Service (CCaaS) Functionality and Use Cases
Business Value of Customer Engagement Suite

Questions 16–20

16application · medium
A telecom company's contact center agents struggle to find accurate information quickly during calls, leading to long handle times and inconsistent answers. They want to improve agent efficiency without replacing their existing telephony infrastructure. What should they do?
Select an answer first
17foundation · easy
Which component of the Customer Engagement Suite is designed to help human agents during live customer interactions?
Select an answer first
18foundation · easy
How does the Customer Engagement Suite help businesses improve customer experience?
Select an answer first
19application · medium
A travel agency wants to replace its legacy on-premises phone system with a cloud-based solution that can scale during peak booking seasons. They also want to integrate AI-powered virtual agents to handle simple inquiries. What should they do?
Select an answer first
20foundation · easy
Which of the following is a component of Google's Customer Engagement Suite?
Select an answer first

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