Use Gemini Enterprise for Customer Experience tools to connect customer service agents to external systems. With tools, virtual agents created within Gemini Enterprise for Customer Experience can interact with other systems to retrieve, update, format, or analyze information. AI coach can reuse these tools to improve its suggestions.
Create a tool
Follow these steps to create a tool.
Sign in to the Gemini Enterprise for Customer Experience console and click Tools.
Select a tool type.
Fill out the information for the tool.
Enter its name, using lower case and separating each word with an underscore.
Optional: Provide the tool descriptions to agent models.
Add Gemini Enterprise for Customer Experience tool in AI coach
Add tools while creating AI coach instructions. Follow these steps to add the Gemini Enterprise for Customer Experience tool in AI coach.
Sign in to the Agent Assist console and click AI coach.
Enter $ for the tool, and select one of the available tools from the list. The console lists only tools that you created in the same project.