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SHARE Customer service chat agents are getting a helping hand from Google LLC with Agent Assist for Chat, a new tool that provides them with continuous support while dealing with customers. Announced today, the new service is part of Google’s Contact Center AI offering, which is used by companies to automate their customer service operations. Agent Assist Product Manager Matt Jones and Conversational AI product marketing chief Surbhi Agarwal explained in a blog post that Agent Assist for Chat works by analyzing chat messages to identify the customer’s intent. It then provides recommendations in real time, such as articles and FAQs that might be helpful. It can also suggest possible responses to customer messages, helping to save agent’s time. ....