Agent Assist release notes

Pub/Sub intermediate transcription is available in preview. With this feature you can accomplish the following:

• Show intermediate transcripts in your Agent Assist UI module.
• Populate additional information to support audio integration.

Agent Assist offers a native UI Connector with Genesys Cloud to integrate with voice conversations.

Summarization with custom sections V3.1 is generally available. V3.1 provides the following improvements on V3.0:

• Higher quality summarizations
• Improved latency

Agent Assist offers a UI Connector with Salesforce to integrate with chat conversations.

(Proactive) Generative knowledge assist offers additional functions and supports more languages.

Agent Assist offers a native UI Connector with Twilio Flex to integrate with voice conversations.

Agent Assist offers Live transcription adaptation in preview, which recognizes certain phrases more frequently than others to improve transcription quality.

(Proactive) generative knowledge assist is generally available.

• Generative knowledge assist provides answers to agent questions.
• Proactive generative knowledge assist automatically suggests questions an agent might ask and provides the answers.

The Agent Assist integration backend's public github repository includes a mechanism for authentication customization and support for authenticating agents with the following providers: Twilio, Genesys Cloud, and Salesforce.

Agent Assist offers a native UI Connector with Genesys Cloud to integrate with chat conversations.

Agent Assist offers a native UI Connector with Twilio Flex to integrate with chat conversations.

Agent Assist offers Summarization with custom sections V2.1 as a GA feature. See the Summarization documentation for details.

Agent Assist now offers Summarization with custom sections as a preview feature. Summarization with custom sections is optimized only for conversations between two humans and the predefined sections are identical to those in Summarization V2 baseline.

The Agent Assist Smart Reply feature now supports French (Canada) in addition to English (United states). See the language support page for details.

Agent Assist has launched backend modules as a GA feature. Backend modules is an out-of-the-box solution that provides an effective backend infrastructure, making integrating Agent Assist with your agent system faster and easier. See the backend modules basics and integration guide for details.

The Agent Assist Console is now GA. The Console now also includes built-in workflow tutorials that walk you through creating a dataset, training and testing a model, and creating a conversation profile. Sample datasets and demo models are now provided as well. To see the new Console tutorials, navigate to the Console and click the Get started button under the feature you'd like to test.

Agent Assist now supports sentiment analysis of voice data as a private Preview feature. For more information, see the Agent Assist private features documentation. To gain access to the private documentation, please contact your Google representative.

Agent Assist now supports CCAI Transcription as a GA feature. CCAI Transcription allows you to convert streaming audio data into text transcripts in real time, allowing you to implement Agent Assist features for use with voice data. See the documentation for details.

Agent Assist now offers the new Summarization (Preview) feature. Summarization allows you to automatically provide your agents with summaries after each conversation has ended. See the Summarization documentation for details.

Agent Assist now offers regionalized data residency. When you specify a region, your data-at-rest will be confined to the specified geographic region or location. See the regionalization and data residency documentation for a list of supported regions and more information.

Agent Assist now offers UI Modules as a public Preview feature. UI Modules are an out-of-the-box option for integrating Agent Assist features into your agent UI system. For more information, see the UI Modules documentation.