AI
Sundar Pichai, CEO,
Google
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Beyond the Chatbot: Understanding the power of generative AI
Google is tackling the enterprise chatbot market with a powerful hybrid strategy. Instead of relying purely on Gen AI, it is blending its new generative LLMs, like Gemini, with its established, structured platform, Dialogflow CX. This approach offers businesses the best of both worlds: the control and reliability of a deterministic, flow-based agent for high-stakes tasks like processing payments or booking appointments, combined with the flexibility of a generative agent for open-ended, natural conversations.
Google’ s Conversational Agent service allows developers to build these hybrid virtual agents, which can seamlessly switch between topics and access external knowledge bases to provide accurate, context-aware answers. This focus on creating‘ virtual agents’ rather than just‘ chatbots’ demonstrates Google’ s ambition to move beyond simple Q & A and into complex, multi-turn task automation for customer service and internal operations.
This integration of this into the likes of Google Cloud and Workspace is deepening with specialised agents for roles like data analysis, security and employee support. The next-generation platform, powered by Gemini, simplifies building with a no-code console, 70 + action connectors for apps – like Salesforce – and new multimodal capabilities that can even interpret streaming video.
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