Google Cloud Gemini Enterprise for Customer Experience

What the automated decision is: Virtual agents answer callers and chats; Agent Assist suggests replies; Insights scores conversations

WF-P-000038

Made by

Google LLC

About the vendor

• Google LLC is headquartered in Mountain View.
• Google LLC's chief executive is Sundar Pichai.

AI laws

• Bot-disclosure laws (California SB 1001 · Utah · EU AI Act)None found
  Has the vendor published how its AI agents tell customers they are talking to a bot?
• EU AI ActNone found
  Has the vendor published a statement on its duties under the EU AI Act?
• Wiretap and call-recording laws (California CIPA)Yesevidence ↗
  Has a lawsuit alleged the vendor's system recorded, transcribed or analysed customers' calls or chats unlawfully? — “In February 2024, a plaintiff brought a class action against The Home Depot and Google for The Home Depot’s use of Google’s Cloud Contact Center AI.”
• Illinois BIPA (voiceprints)None found
  Has a lawsuit alleged the vendor's system collected voiceprints or other biometrics in violation of Illinois' BIPA?

Each law is asked as a question public evidence can answer. “None found” describes our search of the vendor’s own site, news and court reporting on 2026-10-06 — not a finding that the company has or has not complied. A lawsuit is an allegation, not a finding.

Products

Agent Assist · Conversational Agents · Gemini Enterprise for Customer Experience · Google Cloud CCaaS

In court

0 cases name it as a party

Where we have looked

Searched through CourtListener / RECAP, last read 2026-10-01:

• US federal district, appellate and bankruptcy dockets — 235 courts105 district, 14 appellate, 95 bankruptcy and 21 special federal courts
• published opinions, including state supreme and appellate courts — 384 courts, including 53 state supreme courts53 state supreme, 62 state appellate, 6 state trial and 28 state special courts, plus the federal courts above

County and municipal courts are not searched, and neither is anything outside the United States. A count of nought means we found nothing where we looked, not that nothing exists.

Verified deployments

21 companies we can evidence on Google Cloud Gemini Enterprise for Customer Experience, from addresses they run on its domain and from Google Cloud Gemini Enterprise for Customer Experience’s own customer stories. Which ones, and since when, is a Professional feature.