Google Gemini AI Injected Into Workspace, New AI Customer Suite Launched

Google Cloud unveils three huge AI and generative AI launches, including a new security toolkit, an AI customer engagement suite and the integration of Google Gemini AI into Workspace.

Google Cloud unveiled three new AI-powered offerings Tuesday, including the blockbuster news that Google’s Gemini AI models are now being integrated as part of its Workspace Business, Enterprise and Frontline portfolio.

“Now, millions of Workspace customers can access the benefits of AI, while knowing that their organization’s privacy, security and compliance policies will be upheld,” said Aparna Pappu, general manager and vice president of Google Workspace, during Google’s virtual Gemini at Work online event Tuesday.

Google Cloud also launched a new Customer Engagement Suite with Google AI, which combines the company’s Contact Center AI with its latest GenAI technology.

“Customer Engagement Suite with Google AI is an end-to-end application that combines our most advanced conversational AI products with omni-channel contact center as a service (CCaaS) functionality, and the speed and multimodality of our latest Gemini 1.5 Flash model,” said Google Cloud’s Duncan Lennox, general manager and vice president of Applied AI, in a post.

Lastly, the $41 billion Mountain View, Calif.-based company unveiled a new security advisor toolkit aimed at dramatically simplifying cybersecurity for companies of all sizes, particularly SMBs.

“Think of it as your personal security expert that can offer business-tailored insights, actionable guidance and additional threat prevention and data protection controls,” Google Cloud’s Pappu said. “Security advisor delivers insights directly to an IT administrator’s inbox, with tailored recommendations to enhance the organization’s security posture.”

Here is a breakdown of these three big Google Cloud news launches during the Gemini at Work online event.

Gemini Extended Into Google Workspace

Google said using built-in AI across Google Workspace—which includes Gmail, Docs and Drive, saves users an average of 105 minutes per week, according to a recent study of enterprise customers. In addition, 75 percent of daily Gemini for Workspace users said it improves the quality of their work.

Google Cloud’s stand-alone Gemini app is now included as part of Workspace Business, Enterprise and Frontline. Customers can now use Gemini directly in Workspace with the Gemini for Workspace add-on.

“Through the admin console, customers will have choice and control over how the Gemini app handles user prompt and generated response retention, while having our assurance that Gemini does not use your organization’s data, user prompts or generated responses to train or improve Gemini models,” said Google Cloud’s Pappu.

Customer Engagement Suite With Google AI

As new generative AI capabilities are demonstrating increasingly larger value for customer service operations, Google is combining the features of Contact Center AI with its latest generative AI technology to deliver a new application: Customer Engagement Suite with Google AI.

“This enables customer service operations to deliver exceptional and consistent customer experiences at eve touchpoint,” said Google Cloud’s Lennox.

“And it supports an ecosystem of third-party offerings such as telephony systems, customer relationship management (CRM) applications, workforce management applications, and connectors; these include connectors to other systems, user interfaces, and data sources, like BigQuery,” Lennox said.

The end-to-end application combines Google’s most advanced conversational AI, with multimodal and omnichannel functionality to deliver exceptional customer experiences at every touchpoint.

New Security Advisor Toolkit: ‘Security Made Simple’

Lastly, Google unveiled a new security advisor toolkit to help thwart the latest cyberthreats.

“Think of it as your personal security expert that can offer business-tailored insights, actionable guidance, and additional threat prevention and data protection controls,” said Pappu. “Security advisor delivers insights directly to an IT administrator’s inbox, with tailored recommendations to enhance the organization’s security posture.”

This includes a guided experience for implementing recommended threat defenses, account security measures and data protection capabilities.

“It’s security made simple,” said Pappu.

Over the next few weeks, Google Cloud will begin to roll out the security advisor toolkit for all Workspace Business edition customers.