At the Google Cloud Next25 conference held in April 2025, Google showcased a highly anticipated next-generation customer service intelligent assistant. This demonstration video has recently sparked heated discussions online, with netizens describing its smooth operation and powerful features as "explosive" and "flawless."
Multimodal Interaction: Real-Time Insight into User Needs
Google's customer service intelligent assistant is developed based on the Gemini model, demonstrating strong multimodal interaction capabilities. According to the demonstration, the AI can not only view users' shopping cart information in real time and accurately identify purchasing intent, but also apply to access the user's camera to assist in resolving product-related issues. For example, users can show product defects through video, and the AI can quickly analyze and provide solutions. This seamless interaction method greatly enhances the convenience and personalization of the customer experience.
Intelligent Decision-Making: Applying for Discount Offers Independently
Even more impressive is that this AI assistant has a certain degree of autonomous decision-making ability. In the demonstration, the AI can apply for discount offers to a "manager" based on user needs and provide real-time feedback. This feature not only optimizes the cumbersome communication process in traditional customer service but also improves customer satisfaction through intelligent means. The demonstration at the Google Cloud Next25 conference highlights Google's innovative ambitions in the customer service field.
Underlying Technology: Strong Collaboration Between Gemini and Salesforce
According to the conference, the development of this intelligent assistant relies on Google Cloud's Gemini model and is deeply integrated with Salesforce's customer relationship management (CRM) system. The AI can read screen images in real time, process multimodal input, and interact with the CRM system to ensure accurate synchronization and efficient use of customer data. This technological combination not only demonstrates Google's deep accumulation in the AI field but also enhances its competitiveness in the enterprise market.
Industry Impact: Redefining Customer Service Standards
Google's next-generation customer service intelligent assistant undoubtedly sets a new benchmark for the industry. Its features such as multimodal interaction, autonomous decision-making, and efficient integration indicate that future customer service will be more intelligent and humanized. However, issues such as the accuracy of AI in handling complex situations and privacy protection still need further verification. AIbase will continue to closely monitor Google's subsequent developments in this area.
The customer service intelligent assistant demonstrated at the Google Cloud Next25 conference has ignited widespread discussion both inside and outside the industry with its smooth operation and innovative features. From real-time multimodal interaction to independent discount applications, this AI assistant demonstrates Google's ambition and technical strength in the customer service field. In the future, with the continuous iteration of AI technology, the customer service experience may undergo a complete transformation.
