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Contact Center AI Insights Customer Experience Insights

Legacy names Contact Center AI Insights, CCAI Insights, Conversational Insights

Natural language analytics and sentiment/topic discovery service for contact center interaction transcripts and audio.

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Naming timeline

  1. Contact Center AI Insights (CCAI Insights)

    · General Availability

    Launched on contactcenterinsights.googleapis.com to detect call drivers, sentiment, and entities in contact center transcripts.

  2. Conversational Insights

    · Gemini at Work 2024

    Rebranded from CCAI Insights to Conversational Insights as part of Customer Engagement Suite.

  3. Customer Experience InsightsCurrent name

    · Gemini Enterprise for CX Update

    Rebranded to Customer Experience Insights (CX Insights) under Gemini Enterprise for Customer Experience.

What is Contact Center AI Insights called now?

Contact Center AI Insights is now called Customer Experience Insights, with the latest change in January 2026 (Gemini Enterprise for CX Update). Earlier names covered by this entry also include CCAI Insights, Conversational Insights. Natural language analytics and sentiment/topic discovery service for contact center interaction transcripts and audio. Only the customer-facing name changed; the underlying technical identifiers remain backward compatible.

Technical identifiers

Technical identifiers unchanged. Only the customer-facing product name changed; the APIs, CLI commands, IAM roles and Terraform resources below keep their legacy identifiers for backward compatibility.

REST / gRPC APIscontactcenterinsights.googleapis.com
IAM Predefined Rolesroles/contactcenterinsights.*
Terraform Resourcesgoogle_contact_center_insights_*

Underlying API endpoint remains contactcenterinsights.googleapis.com.

Notes & disambiguation

  • Rebranded from Contact Center AI Insights (CCAI Insights) to Conversational Insights in October 2024 under Customer Engagement Suite, and subsequently to Customer Experience Insights (CX Insights) under Gemini Enterprise for Customer Experience.
  • Underlying API, IAM roles, and Terraform resources retain contactcenterinsights.googleapis.com, roles/contactcenterinsights.*, and google_contact_center_insights_*.

Sources & official documentation

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