Google Agent Assist
Google Agent Assist provides in-the-moment guidance for customer care representatives handling customer interactions.
What Google Agent Assist is
Google Agent Assist provides in-the-moment guidance for customer care representatives handling customer interactions. It can suggest ready-to-send replies, contextual steps and next-best actions, drawing suggested content from business and customer sources such as websites, knowledge bases, documentation and CRMs. For calls, it transcribes conversations in real time and prepares summaries with key takeaways and next steps afterward. AI Coach offers contextual assistance and coaching during interactions, while AI Trainer provides simulations and personalized training for new or less experienced staff. A Salesforce Lightning Web Component connects Agent Assist modules to Salesforce for live suggestions during chat and voice conversations. The product 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. Standard Chat and Enterprise Chat are listed as free, while Voice Standard costs $0.03 per minute processed and Voice Enterprise costs $0.05 per minute processed. The product page notes that a feature is in preview and that Cloud AI services may have different latency or availability guarantees from other Google Cloud services.
Good
- Suggests replies and next-best actions during interactions.
- Transcribes calls in real time.
- Summarizes interactions, takeaways and next steps.
- Offers simulations and personalized staff training.
- Salesforce integration supports chat and voice suggestions.
Watch out
- Chat billing depends on customer onboarding date.
- Voice processing is billed per minute.
- A listed feature is in preview.
- Cloud AI may have different latency or availability guarantees.
Who it suits
Agent Assist is for customer care representatives and support staff handling customer interactions. AI Trainer is intended to support training for newer or less experienced staff.
Verdict
Agent Assist combines live interaction guidance with post-call summaries and staff training features. Review the billing basis and preview caveat before planning a deployment.
Plans and prices
From Google Agent Assist's own pricing page, checked 29 Sep 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Enterprise Chat (Agent Assist for premium chat sessions) | Free | Standard features · AI Coach · Live Translation · Companion Agent (Private GA) · Supervisor Assist (Private GA) · Per message processed; for customers onboarded on or after March 6, 2026. |
| Standard Chat (Agent Assist for chat) | Free | Summarization · Knowledge Assist · Sentiment Analysis · Per message processed; for customers onboarded on or after March 6, 2026. |
| Agent Assist Voice Standard | $0.03, paid once | Transcription · Summarization · Knowledge Assist · Sentiment Analysis · Per minute processed. |
| Agent Assist Voice Enterprise | $0.05, paid once | Standard features · AI Coach · Live Translation (Private GA) · Companion Agent (Private GA) · Supervisor Assist (Private GA) · Per minute processed. |
The facts
Each one read from Google Agent Assist's own pages, with the date it was checked.
What it does
- AI Coach
- AI Coach provides contextual assistance, step-by-step guidance, and coaching during interactions.checked 29 Sep 2026
- AI Trainer
- AI Trainer provides interactive simulations and personalized training for new and less experienced support staff.checked 29 Sep 2026
- 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.checked 29 Sep 2026
- Getting started
- Google provides Agent Assist basics documentation and a simulator tutorial for previewing model performance before implementation.checked 29 Sep 2026
- Knowledge answers
- It generates suggested content from business and customer data sources including websites, knowledge bases, documentation, and CRMs.checked 29 Sep 2026
- 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.checked 29 Sep 2026
- 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.checked 29 Sep 2026
- Salesforce integration
- A Salesforce Lightning Web Component integrates Agent Assist UI modules with Salesforce for real-time suggestions during chat and voice conversations.checked 29 Sep 2026
- Security and compliance
- Google Cloud says it regularly undergoes independent verification and holds certifications, attestations, and audit reports to support customer compliance.checked 29 Sep 2026
- Suggested responses
- It recommends ready-to-send responses and contextual step-by-step guidance for service representatives.checked 29 Sep 2026
- Transcription and summaries
- It transcribes calls in real time and automatically summarizes interactions, key takeaways, and next steps after completion.checked 29 Sep 2026
- Who it is for
- The product is designed for customer care representatives and support staff handling customer interactions.checked 29 Sep 2026
Getting started
- Open the Agent Assist product page and basics documentation
- Use the simulator tutorial to preview model performance
- Connect business sources such as websites, knowledge bases, documentation, or CRMs
- Integrate the interface with Salesforce using its Lightning Web Component if needed
- Select chat or voice capabilities and the applicable plan
- Access Agent Assist through the web or API
Limits worth knowing
There is no free plan. Voice Standard and Voice Enterprise are billed per minute processed, while chat for customers onboarded on or after March 6, 2026 is billed per message; the page also notes preview status and potentially different Cloud AI availability or latency guarantees.
Questions
Does Google Agent Assist have a free plan?
No.
How is Agent Assist chat billed?
For customers onboarded on or after March 6, 2026, chat is billed per message processed. Earlier customers continue under obsolete per-session SKUs.
What are the voice prices?
Agent Assist Voice Standard is listed at $0.03 per minute processed. Voice Enterprise is listed at $0.05 per minute processed.
Which platforms and channels are supported?
Agent Assist is available through web and API platforms and supports multiple channels.
Can it work with Salesforce?
Yes. A Salesforce Lightning Web Component integrates Agent Assist UI modules with Salesforce for real-time suggestions in chat and voice conversations.
What training features are included?
AI Coach provides contextual assistance during interactions, while AI Trainer offers interactive simulations and personalized training for newer or less experienced support staff.
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