--- title: Google Contact Center AI Reviews meta_title: 'Google Contact Center AI Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 27 reviews by the users' company size, role or industry to find out how Google Contact Center AI works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 27 scale: '5' date_modified: '2026-06-15' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Google Contact Center AI Reviews **Vendor:** Google **Category:** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation) **Average Rating:** 4.5/5.0 **Total Reviews:** 27 ## About Google Contact Center AI Contact Center AI Delight your customers with human-like AI-powered contact center experiences, lower costs, and free up your human agents' time. Contact Center AI enables you to do just that. ## Google Contact Center AI Reviews ### 1. Deepening Customer Real-Time Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Kaushal S. | Performance Marketing Executive, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** January 20, 2024 **What do you like best about Google Contact Center AI?** The best thing is the seamless real-time conversational support that I can provide to my business customers with virtual agents and chat tools. This Google Contact Centre AI feature has helped my business to forge a better and deeper relationship with my customers and has provided a lot of real-time data insights about customers which can help my business to understand customer needs more deeply. The features are easy to implement with various partners and have helped my business to provide training support to the employees and users to get better customer insights and improve the real-time experience of customers by providing amazing customer support. Our business is implementing this feature on a daily basis and it has been very useful. **What do you dislike about Google Contact Center AI?** Nothing, I feel the virtual conversational and chat support features are amazing and by far the feature has helped me build better customer relations and get real-time data insights. **What problems is Google Contact Center AI solving and how is that benefiting you?** It has helped my business overcome the problem of customer insights. With the customer service automation feature and virtual conversational support, our business has been able to build better customer relations by providing smooth real-time experience. ### 2. Google Contact Center AI : The new generation of chatbot **Rating:** 4.5/5.0 stars **Reviewed by:** Pritam K. | Senior Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2024 **What do you like best about Google Contact Center AI?** *Seamless and smooth onboarding experience. *With the use of AI, now it's not monotonous and feels like you are interacting with a human. **What do you dislike about Google Contact Center AI?** *Adding more suggestions can be improved. *Giving rating to customer for their users experience can be introduced. This will help in analytics. **What problems is Google Contact Center AI solving and how is that benefiting you?** Earlier a coustom needed to connect directly to company for any queries and that caused days of delay and human efforts were required to address all those queries, with the introduction of Google contact centre AI now companies are saving lots of human efforts and customers are getting realtime response for their queries. ### 3. Google Contact Center Is Essential **Rating:** 4.5/5.0 stars **Reviewed by:** Andy W. | System Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Google Contact Center AI?** I love Google Contact Center AI for so many reason, but mainly because automated learning excels against the competitive contact center softwares out there. It streamlines essential business needs and helps save more money/generate more leads. Oh, and Google Contact Center AI also helped my friends business reduce in-store call volume by 50%! **What do you dislike about Google Contact Center AI?** If you're a beginner it can be tough learning how to fully operate and understand the functionality of Google Contact Center AI, but with time you'll be able to navigate their platform fluidly. It's a great contact center, so I really don't have any complaints in all honesty. **What problems is Google Contact Center AI solving and how is that benefiting you?** Google Contact Center AI helped solve a variety of problems for me actually. I'll elaborate on the fact that it lowered in-store call volume by close to 60%! It's incredible how far technology involving AI has advanced and I have to say that Google Contact Center AI is superior. ### 4. AI-Powered Contact Excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Paras R. | Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2024 **What do you like best about Google Contact Center AI?** Google Contact Center AI revolutionizes customer service with AI-driven tools, adept virtual agents, sentiment analysis, and real-time assistance, offering unparalleled efficiency and a smooth experience. **What do you dislike about Google Contact Center AI?** Occasional complexity in setup and integration may pose initial challenges for users. **What problems is Google Contact Center AI solving and how is that benefiting you?** For the past two years, leveraging Google Contact Center AI has transformed our customer service landscape. The seamless integration of AI-driven functionalities has significantly boosted our efficiency and service quality. Our team adeptly utilizes the virtual agents to handle diverse queries, ensuring a streamlined and satisfactory customer experience. The incorporation of sentiment analysis has empowered our agents to understand and respond to customer emotions effectively, enhancing overall interactions. The real-time agent assistance feature has been invaluable during live conversations, ensuring our team delivers prompt and accurate support. Overall, this tool has been instrumental in elevating our customer service standards over the past two years. ### 5. Improve your customer service experience with Google Contact Center AI. **Rating:** 5.0/5.0 stars **Reviewed by:** Minu V. | Business Manager, E-Learning, Enterprise (> 1000 emp.) **Reviewed Date:** December 19, 2023 **What do you like best about Google Contact Center AI?** Google Contact Center AI has helped us to improve our customer service by providing faster resolution to the customers within TAT. This tool has saved our time and money by automating the tasks. With Google Contact Center AI, businesses can enhance their customer service operations by utilizing the data and analytics offered by the Insights feature. The integration with salesforce and zendesk has helped our team to get customer's data and work smoothly. **What do you dislike about Google Contact Center AI?** Contact center agents may lose their jobs as a result of CCAI, even though it automates some tasks. Concerns about possible job losses and the necessity of reskilling and upskilling programs to assist workforce adaptation are brought up ethically by this. **What problems is Google Contact Center AI solving and how is that benefiting you?** Faster resolution times and streamlined operations result in cost savings through increased customer service efficiency and agent productivity. ### 6. Connecting seamlessly : Google Contact Center AI **Rating:** 4.0/5.0 stars **Reviewed by:** Burhanuddin L. | Head of Business Strategy, Small-Business (50 or fewer emp.) **Reviewed Date:** February 21, 2024 **What do you like best about Google Contact Center AI?** The best thing which i liked about Google contact center ai is its unified communication capailities , ie: Managing voice, chat, email all at one place. Also the impressing feature is to get real-time insights! **What do you dislike about Google Contact Center AI?** the dislikeness about google contact center ai is its potential integration challenges which i felt. **What problems is Google Contact Center AI solving and how is that benefiting you?** The google contact center ai is solving the customer experience, ie: enhancing the customer experience which can be very fruitfull for he organisations in long run! ### 7. Best AI powered contact center to reduce the business costs **Rating:** 4.5/5.0 stars **Reviewed by:** sushil m. | Enterprise (> 1000 emp.) **Reviewed Date:** December 29, 2023 **What do you like best about Google Contact Center AI?** It helps in providing real-time information to the customers and the best guidance application which can be ever seen now. it enables one on one interactions with virtual agents with live insights on them. **What do you dislike about Google Contact Center AI?** There is nothing to dislike as of now and they keep on updating latest upcoming features **What problems is Google Contact Center AI solving and how is that benefiting you?** AI is the future and the progress which this tool has shown till now is incredible, the tool is helping us in making the complex business easy by interacting with virtual agents and providing the latest updates and insights go hand in hand ### 8. It's amazing for people who does not have good coding skill like me and want to create chatbot. **Rating:** 4.0/5.0 stars **Reviewed by:** Kamran S. | Staffing and Recruiting, Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2024 **What do you like best about Google Contact Center AI?** I love its ready-made plan/template for making useful tools. Drag and drop things made complex tasks so simple so that even a non-IT person can use this to make chatbots and other stuff. **What do you dislike about Google Contact Center AI?** It's insight feature is not so useful as I think they can add more factors/category to make it more useful. **What problems is Google Contact Center AI solving and how is that benefiting you?** For me, it helps us to make a chatbot for general queries by which customer satisfaction increased. ### 9. The Contact Center Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Rahul S. | Technical Architect, Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Google Contact Center AI?** Multi modal support for text, voice and chat. Is integrated with existing GCP Products **What do you dislike about Google Contact Center AI?** The rise of Bard and ChatGPT might make CCAI feel a bit outdated. Expensive @ 0.02$/chat **What problems is Google Contact Center AI solving and how is that benefiting you?** Developing a CCAI platform for a client using chat and voice ### 10. Agent-less Contact Centres **Rating:** 4.5/5.0 stars **Reviewed by:** Ashutosh S. | Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** January 31, 2024 **What do you like best about Google Contact Center AI?** The top features like Virtual Agents, AI-driven routing, Insights on customers, customer support, seamless use and implementation, and the ease with which it gets integrated **What do you dislike about Google Contact Center AI?** It's a bit high on cost and few implementations get complex **What problems is Google Contact Center AI solving and how is that benefiting you?** Sentiment analysis is the the top problem and the insights that it is capable of providing is astonishing ### 11. Deep Dive for Tech-Savvy Humans with Google Contact Center AI **Rating:** 5.0/5.0 stars **Reviewed by:** Aravind M. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 03, 2024 **What do you like best about Google Contact Center AI?** CCAI analyzes customer interactions, providing valuable insights to improve performance and identify trends. This data-driven approach empowers proactive decision-making. It integrates seamlessly with existing platforms and lets you build custom AI solution. **What do you dislike about Google Contact Center AI?** There is nothing to dislike about google contact center ai **What problems is Google Contact Center AI solving and how is that benefiting you?** Efficient virtual agents and automated tasks led to a significant decrease in operating expenses. Faster resolutions and personalized interactions boosted customer loyalty and brand perception. ### 12. Excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Shafna S. | Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** February 14, 2024 **What do you like best about Google Contact Center AI?** It provides virtual agents. Also, have voice and text-based conversations. And accurate response. **What do you dislike about Google Contact Center AI?** Sometimes it returns the wrong response when trying to ask about other languages. **What problems is Google Contact Center AI solving and how is that benefiting you?** It has features like text-to-speech and speech-to-text. So it helps to easy conversation between customers. ### 13. Innovative Customer & Powerful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rishabh J. | State Umpire and Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 24, 2023 **What do you like best about Google Contact Center AI?** The best that I like about Google Contact Center AI is it uses artificial intelligence which improves customer service in many ways for me like resolving issues and getting real-time support and information. **What do you dislike about Google Contact Center AI?** I didn't observe any dislike about Google Contact Center AI except for one thing it is a little bit difficult not much difficult to integrate with other systems **What problems is Google Contact Center AI solving and how is that benefiting you?** The problem that Google Contact Center AI solved for me is reducing the waiting time by automating tasks and real-time support. it is also very affordable as compared to other solutions on the market. ### 14. Integrate conversational AI with your exisiting services/support team. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Food Production | Enterprise (> 1000 emp.) **Reviewed Date:** January 27, 2024 **What do you like best about Google Contact Center AI?** Implementing this with exisiting services that are running is easy. And the power of conversational AI can help signicanlty improve customer support as well as user experience. Smart routing and multichannel interaction Analytics and Insights for CX Optimisation was really helpful. **What do you dislike about Google Contact Center AI?** Customization could be tideous but it depends upon the requirement as it mostly solve common real world scenarios. **What problems is Google Contact Center AI solving and how is that benefiting you?** We needed a automation tool that can handle some basic qureies through call. The conversational AI feature helped us quickly solve that problem. ### 15. I have explored Dialogflow for building chatbot on Google Cloud. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** February 13, 2024 **What do you like best about Google Contact Center AI?** It's easy to use Dialogflow through the terminal as well as through GUI. **What do you dislike about Google Contact Center AI?** It's not integrated with Google Cloud Console and has its own billing. **What problems is Google Contact Center AI solving and how is that benefiting you?** Building Question Answering chatbot ### 16. Computer based intelligence controlled client assistance specialists is the future **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 13, 2024 **What do you like best about Google Contact Center AI?** I can make support specialists for explicit businesses like ecommerece, medical care, Legitimate, and so on easily **What do you dislike about Google Contact Center AI?** The agent to human component isn't extremely smooth at the present time and requires upgrades. Would be perfect assuming that google investigate it **What problems is Google Contact Center AI solving and how is that benefiting you?** It assists set aside with timing and cash and decrease support staff which thus maximze benefits for any organization or office ### 17. Powerful tool for businesses seeking to leverage cutting-edge AI for their contact center **Rating:** 4.0/5.0 stars **Reviewed by:** Nikhil J. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Google Contact Center AI?** Google CCAI's virtual agents are remarkably human-like, understanding context and navigating complex conversations with ease. It integrates seamlessly with existing platforms. **What do you dislike about Google Contact Center AI?** Understanding CCAI's cost structure can be challenging. **What problems is Google Contact Center AI solving and how is that benefiting you?** Deflect simple inquiries with virtual agents, freeing up human agents for complex issues. Automate tasks like appointment scheduling. ### 18. Helpful for improving customer services by automation **Rating:** 4.5/5.0 stars **Reviewed by:** Pranay C. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Google Contact Center AI?** Automation of the queries asked by customers and reply it gives is almost accurate. **What do you dislike about Google Contact Center AI?** Sometimes tool don't understand the query accurately, but this can be improved as the product gets more matured. **What problems is Google Contact Center AI solving and how is that benefiting you?** Automates the customer service replies with real time data and almost accurate content ### 19. Review: Google Contact Center AI **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** January 08, 2024 **What do you like best about Google Contact Center AI?** AI insights about customer behaviour and preferences that come handy to improve businesses and customer experience. **What do you dislike about Google Contact Center AI?** Since it is AI product, the quality of Data and the way it is trained might not be helpful all the times. Along with the costs and ROI is something cumbersome. **What problems is Google Contact Center AI solving and how is that benefiting you?** Agent assist and its virtual agents comes are rescue during real time interaction which otherwise could have been cumbersome. ### 20. Very useful tool **Rating:** 4.0/5.0 stars **Reviewed by:** Ana Maria F. | Tecnico de Soporte, Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Google Contact Center AI?** Simple to use and very useful. Practical and helps in meeting deadlines. **What do you dislike about Google Contact Center AI?** What I like least about the application is that the human contact is lost. **What problems is Google Contact Center AI solving and how is that benefiting you?** help us with the call times ### 21. Easy to Use and Effective **Rating:** 4.5/5.0 stars **Reviewed by:** Brittany S. | Development Manager, Public Relations and Communications, Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Google Contact Center AI?** Google Contact Center AI is just like talking to an actual hunan. It asks questions and answers questiona based on your reponse. One would never know they were speaking to AI. **What do you dislike about Google Contact Center AI?** Occasionally the AI gets confused and doesn't have the answer one is looking for, so that can become frustrating. However, customer support is very helpful in those situations! **What problems is Google Contact Center AI solving and how is that benefiting you?** Questions from the constituents ### 22. It was amazing and seemless **Rating:** 4.5/5.0 stars **Reviewed by:** Shobhit S. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2023 **What do you like best about Google Contact Center AI?** The UI/UX is great and quite simple and easy Easy implementaion, Support was also good, Frequency of use is very high, Number of features is quite sufficient, Integration is quite simple too. **What do you dislike about Google Contact Center AI?** Need better tutorials about using the product. **What problems is Google Contact Center AI solving and how is that benefiting you?** For storing data. ### 23. It was very smooth **Rating:** 4.0/5.0 stars **Reviewed by:** SAYALI PRASAD BHANUSHALI . | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Google Contact Center AI?** It is automated version , it is very much human like. **What do you dislike about Google Contact Center AI?** There is nothing of sort which I disliked **What problems is Google Contact Center AI solving and how is that benefiting you?** I wanted to try different ai techniques for a project , about a call center project I analysed google call center ### 24. Google Contact Center AI review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Google Contact Center AI?** It's wonderful for Smartphone era which stands out as one of the best and unique platform compared to others **What do you dislike about Google Contact Center AI?** Lack of detailed error message as it impacts the troublesh6 **What problems is Google Contact Center AI solving and how is that benefiting you?** It's automated platform helps to fetch solution easily ### 25. User friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2023 **What do you like best about Google Contact Center AI?** The answers that provided are pretty accurate for the question I usually make. **What do you dislike about Google Contact Center AI?** Sometimes de AI doesn´t understand what I´m asking. **What problems is Google Contact Center AI solving and how is that benefiting you?** Solving frequently asked questions. ### 26. Very Helpful in Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2023 **What do you like best about Google Contact Center AI?** I liked Virtual Agents powered by artificial intelligence that can handle a number of customer queries, reduce agent workload and reduce response time. **What do you dislike about Google Contact Center AI?** there is nothng. its really easy to migrate. **What problems is Google Contact Center AI solving and how is that benefiting you?** Contact center AI is capable of handling inquiries across multiple channels, and provide a seamless and unified customer experience. ### 27. Future of Contact center ai **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2023 **What do you like best about Google Contact Center AI?** Some of the good features of Google contact center ai are real time speech to text, sentiment analysis, seamless integrations, virtual assistant and much. **What do you dislike about Google Contact Center AI?** Automations are somehow complex to manage. Pricings can be better. **What problems is Google Contact Center AI solving and how is that benefiting you?** using it for customer contact management for marketing. - [View Google Contact Center AI pricing details and edition comparison](https://www.g2.com/products/google-google-contact-center-ai/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-05+01%3A47%3A34+-0500&secure%5Bsession_id%5D=5dc82cf3-d3c8-4eca-821b-3ff56527b8b0&secure%5Btoken%5D=943663862f677f58b073df199352f3bb94b5b49854255ea9709be153fbd01a89&format=llm_user) ## Google Contact Center AI Features **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text-to-Speech **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Automation** - Ticket Resolution - Customization - Intelligent Routing **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Artificial Intelligence** - Learning - Language - Conversational AI ## Top Google Contact Center AI Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,463 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,967 reviews)