Domain 2 of 4 · Chapter 3 of 5

Customer Experience

Unlock the complete study guide + 1,040 practice questions across 16 full exams.

Bundled into the existing Generative AI Leader premium course — no separate purchase.

14-day money-back guarantee — no questions asked.

Included in this chapter:

  • Two families: search boxes and a contact center
  • External search: your data versus the public web
  • The Customer Engagement Suite, component by component
  • Choosing the right offering: exam patterns

Customer Engagement Suite: which component for which scenario

AspectConversational AgentsAgent AssistConversational InsightsContact Center as a Service
Who it servesThe customer, on their ownThe live human agentManagers and QA teamsThe whole support operation
Service roleSelf-service botLive-agent assistConversation analyticsManaged contact-center platform
What it doesHandles the chat or call itselfReal-time suggestions to the agentSurfaces topics, sentiment, call driversTelephony, routing, agent desktop plus AI
Typical goalDeflect tier-1 volume, 24/7Cut handle time, raise qualityFind what to fix and coachRun the contact center in the cloud

Decision tree

Search boxSupport operationOwn contentPublic webThe customerThe live agentManagers / QAWhole platformA search box, ora support operation?Your own content,or the public web?Who are you helping?Vertex AI Searchover your own dataGrounding with Google Searchover the public webConversational Agentscustomer self-serviceAgent Assistthe live agentConversational Insightsmanagers / QACCaaSwhole platform
Cheat sheet

Cheat sheet

  • Split customer-experience AI into a search box or a contact center
  • Vertex AI Search answers over your own content with cited results
  • The Customer Engagement Suite bundles four products, one per service role
  • Conversational Agents deflect routine contacts with a self-service bot
  • Agent Assist coaches the live human agent in real time
  • Conversational Insights analyzes conversations for managers, not during them
  • CCaaS is the managed contact-center platform the AI components plug into
  • Customer-experience AI cuts cost at three points: deflect, assist, analyze
  • Choose Conversational Agents over a search box when the customer needs a dialogue

Unlock with Premium — includes all practice exams and the complete study guide.

References

  1. Introduction to Vertex AI Search
  2. Grounding overview
  3. Customer Engagement Suite with Google AI
  4. Conversational Agents (Dialogflow CX) agents
  5. Agent Assist documentation
  6. Conversational Insights documentation
  7. Contact Center AI Platform (CCaaS) documentation