Icon for AI

Conversational AI

Conversational AI for richer, more intuitive experiences

Improve customer acquisition, reduce cost to serve, and enhance customer experience with advanced conversational AI technologies powered by the best of Google AI.

New customers get up to $300 in free credits to try Vertex AI Agent Builder and other Google Cloud products.

Overview

What is conversational AI

Conversational AI is a type of artificial intelligence (AI) that can simulate human conversation. It is made possible by natural language processing (NLP), a field of AI that allows computers to understand and process human language and Google's foundation models that power new generative AI capabilities. 

Google Cloud offers conversational AI as part of Vertex AI platform offerings like Vertex AI Agents and Vertex AI solutions like Contact Center AI.

How conversational AI works

Conversational AI works by using a combination of natural language processing (NLP), foundation models, and machine learning (ML).

Conversational AI systems are trained on large amounts of data, such as text and speech. This data is used to teach the system how to understand and process human language. The system then uses this knowledge to interact with humans in a natural way. It’s constantly learning from its interactions and improving its response quality over time.

Benefits of conversational AI

Reduce costs, and increase productivity and operational efficiency through automation

For example, conversational AI can automate tasks that are currently performed by humans and thereby reduce human errors and cut costs. Deliver better customer experience, achieve higher customer engagement and satisfaction

For example, conversational AI can provide a more personalized and engaging experience by remembering customer preferences and helping customers 24/7 when no human agents are around.

Examples of conversational AI

A few application examples of conversational AI technology:

Generative AI agents: these virtual agents use generative AI to power text or voice conversations

Chatbots: often used in customer service applications to answer questions and provide support

Virtual assistants: often voice-activated and can be used on mobile devices and smart speakers

Text-to-speech software: used to create audiobooks, or spoken directions

Speech recognition software: used to transcribe lectures, phone calls, captions, and more

Google Cloud's conversational AI offerings

A few examples include:

Vertex AI Agents: enables developers to easily build and deploy enterprise ready generative AI experiences grounded in their data; it includes a no code agents console to create and monitor conversational AI agents using just natural language prompts

Dialogflow CX: platform for building both generative and deterministic conversational AI agents

Contact Center AI Platform: a Contact Center as a Service (CCaaS) solution offering

Natural Language API: natural language understanding and processing

Text-to-Speech API: convert text into speech

Speech-to-Text API: convert speech into text

How It Works

Conversational AI technologies at Google Cloud come in as pre-trained ML models, available immediately through APIs, that tackle specific conversational needs, such as natural language processing, Text-to-Speech, Speech-to-Text, and CCAI Insights APIs. 

They also come in as a unified platform, solution, or service, that addresses enterprise-level complexities such as Contact Center AI Platform, Dialogflow, and Agent Assist.

Thumbnail showing video title next to two speakers
Improving customer experiences with conversational AI

Common Uses

Build your conversational AI agents

Build your first generative AI agent

See how Vertex AI Agents (formerly known as Gen App Builder) can help reinvent customer and employee experiences by ingesting large, complex datasets that are specific to your company—from websites, documents, and transactional systems like billing and inventory, to emails, chat conversations, and more. These generative AI chatbots or virtual agents can synthesize information across all of these sources to provide specific, actionable responses, using only the data you have provided.

Watch the demo

Build your first generative AI agent

See how Vertex AI Agents (formerly known as Gen App Builder) can help reinvent customer and employee experiences by ingesting large, complex datasets that are specific to your company—from websites, documents, and transactional systems like billing and inventory, to emails, chat conversations, and more. These generative AI chatbots or virtual agents can synthesize information across all of these sources to provide specific, actionable responses, using only the data you have provided.

Watch the demo

Build agents for contact centers

Build a virtual agent with Dialogflow

Dialogflow provides virtual agent services for chatbots and contact centers. Dialogflow is a natural language understanding platform that makes it easy to design and integrate a conversational user interface into your mobile app, web application, device, bot, interactive voice response system, and so on. Using Dialogflow, you can provide new and engaging ways for users to interact with your product.

Use Dialogflow CX to build large and complex agents, and Dialogflow ES for small and simple ones.

Learn about Dialogflow's credit offer for new customers
Flow chart of chatbot conversation flow

Build a virtual agent with Dialogflow

Dialogflow provides virtual agent services for chatbots and contact centers. Dialogflow is a natural language understanding platform that makes it easy to design and integrate a conversational user interface into your mobile app, web application, device, bot, interactive voice response system, and so on. Using Dialogflow, you can provide new and engaging ways for users to interact with your product.

Use Dialogflow CX to build large and complex agents, and Dialogflow ES for small and simple ones.

Learn about Dialogflow's credit offer for new customers
Flow chart of chatbot conversation flow

Build an AI-powered contact center

Build an AI-powered contact center with CCAI Platform

Powered by AI technologies such as natural language processing, machine learning, and text and speech recognition, Contact Center AI Platform offers a Contact Center as a Service (CCaaS) solution that helps build a contact center from the ground up. It also has individual tools that target specific aspects of a contact center, for example Dialogflow for building a chatbot, Agent Assist for real-time assistance to human agents, and CCAI Insights for identifying call drivers and sentiment.

Try CCAI Platform
Graph showing the CCAI ecosystem

Build an AI-powered contact center with CCAI Platform

Powered by AI technologies such as natural language processing, machine learning, and text and speech recognition, Contact Center AI Platform offers a Contact Center as a Service (CCaaS) solution that helps build a contact center from the ground up. It also has individual tools that target specific aspects of a contact center, for example Dialogflow for building a chatbot, Agent Assist for real-time assistance to human agents, and CCAI Insights for identifying call drivers and sentiment.

Try CCAI Platform
Graph showing the CCAI ecosystem

Start your proof of concept

New customers get up to $300 in free credits to try Vertex AI Agent Builder and other Google Cloud products

Have a large project?

Build a chatbot with Dialogflow

Design conversational flows for your agent

Get started with Contact Center AI

Google Cloud
  • ‪English‬
  • ‪Deutsch‬
  • ‪Español‬
  • ‪Español (Latinoamérica)‬
  • ‪Français‬
  • ‪Indonesia‬
  • ‪Italiano‬
  • ‪Português (Brasil)‬
  • ‪简体中文‬
  • ‪繁體中文‬
  • ‪日本語‬
  • ‪한국어‬
Console
Google Cloud