CCaaS (CCAI Platform)

Contact Center AI Platform (CCAI Platform) is an AI-driven Contact Center as a Serviceplatform that is built natively on Google Cloud and uses the otherGemini Enterprise for Customer Experience products at its core.CCAI Platform is purpose-built to work alongside CRMs. It providesorganizations with a single source of truth for their customer journeys.CCAI Platform is a unified contact center platform that accelerates theorganization's ability to leverage and deploy Gemini Enterprise for CXwithout relying on multiple technology providers.

CCAI Platform is a full-stack contact center platform for queuing androuting customer interactions across voice and digital channels. It provideseasy routing of customer interactions to the appropriate resource pools. It usesthe contact center AI building blocks to allow a seamless transition to humanagents.

CCAI Platform also allows for reporting on contact center agentperformance and customer satisfaction.

CCAI Platform:

  • Provides organizations with modern, embeddable APIs that are optimized for thesmartphone era.

  • Delivers AI-based omni-channel routing, intelligent Virtual Agent, AgentAssist, and Insights capabilities that enables organizations to streamlinecustomer experiences.

  • Provides smart device capabilities like photo and video sharing, channelblending, and convenient, on-device authentication.

  • Reduces complexity and dependencies.

  • Improves speed of deployment.

CCAI Platform is part of Gemini Enterprise for CX

CCAI Platform unifies Gemini Enterprise for CX.It provides a turnkey implementation of an omni-channel contact centerthat is built to integrate with Google's other contact center AI products.

In addition to CCAI Platform, Gemini Enterprise for CXcontains the following products:

  • Dialogflow CX: Lets you create advancedvirtual agents to handle routine interactions.

  • Customer Experience Insights: Uses natural languageprocessing to help contact center managers by identifying call drivers,sentiment, popular questions, and other information about customerinteractions.

  • Agent Assist: Identifies your customers' intentand provides real-time, step-by-step assistance to employees during theircalls and chats with customers.

For general information about Google's AI technology for contact centers, seeGemini Enterprise for CX.

Locations

For a list of countries and Google Cloud regions where CCAI Platformis available, please see thelocations page.

What's next

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Last updated 2026-02-18 UTC.