Contact Center AI (CCAI) Customer Engagement Suite
AI customer experience and contact center suite covering CX Agent Studio, Agent Assist, Customer Experience Insights, and Commerce agents.
Naming timeline
- Contact Center AI (CCAI)
Launched at Google Cloud Next '18 combining Dialogflow virtual agents, Agent Assist (GA Feb 28, 2022), and CCAI Insights (GA Oct 12, 2021), with CCAI Platform added in March 2022.
- Customer Engagement Suite
Rebranded to Customer Engagement Suite with Google AI (introducing ces.googleapis.com, Conversational Agents, and Conversational Insights).
- Gemini Enterprise for Customer Experience (Customer Engagement Suite)Current name
Expanded and positioned as Gemini Enterprise for Customer Experience (Gemini Enterprise for CX), uniting Customer Experience Agent Studio (CX Agent Studio), Agent Assist, Customer Experience Insights (CX Insights, renamed Jan 12, 2026), Commerce agents, and AI Commerce Search.
What is Contact Center AI (CCAI) called now?
Contact Center AI (CCAI) is now called Customer Engagement Suite, with the latest change on 12 January 2026 (NRF 2026 / Jan 2026 Naming Update). AI customer experience and contact center suite covering CX Agent Studio, Agent Assist, Customer Experience Insights, and Commerce agents. Only the customer-facing name changed; the underlying technical identifiers remain backward compatible.
Also known as
- Gemini Enterprise for Customer Experience
- Gemini Enterprise for CX
- Customer Experience Agent Studio (CX Agent Studio)
- Customer Experience Insights (CX Insights)
- Agent Assist
- Google Cloud CCaaS (CCAI Platform)
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 APIs | ces.googleapis.com contactcenterinsights.googleapis.com dialogflow.googleapis.com contactcenteraiplatform.googleapis.com |
|---|---|
| gcloud / CLI Commands | gcloud alpha dialogflow |
| IAM Predefined Roles | roles/ces.* roles/contactcenterinsights.* roles/dialogflow.* roles/contactcenteraiplatform.* |
| Terraform Resources | google_contact_center_insights_* google_dialogflow_cx_* google_contact_center_ai_platform_contact_center |
CX Agent Studio / Customer Engagement Suite uses ces.googleapis.com (roles/ces.*); Customer Experience Insights uses contactcenterinsights.googleapis.com (roles/contactcenterinsights.*); Dialogflow CX and Agent Assist use dialogflow.googleapis.com (roles/dialogflow.*).
Notes & disambiguation
- Rebranded from Contact Center AI (CCAI) to Customer Engagement Suite at Gemini at Work in October 2024, and positioned since January 2026 as Gemini Enterprise for Customer Experience (Gemini Enterprise for CX) at cloud.google.com/gemini-enterprise-cx and docs.cloud.google.com/gemini-enterprise-cx.
- Within the suite, Contact Center AI Insights became Conversational Insights (Oct 2024) and was officially renamed to Customer Experience Insights (CX Insights) on January 12, 2026; Conversational Agents evolved into Customer Experience Agent Studio (CX Agent Studio); and Contact Center AI Platform is documented as Google Cloud CCaaS (CCAI Platform).
- The Customer Engagement Suite / CX Agent Studio API uses ces.googleapis.com and roles/ces.* (retaining the 'ces' abbreviation for Customer Engagement Suite), while CX Insights uses contactcenterinsights.googleapis.com and roles/contactcenterinsights.*.
Sources & official documentation
- Official documentation ↗
- Product page ↗
- Gemini Enterprise for Customer Experience (CX) Documentation Hub
- Customer Experience Insights Release Notes (Jan 12, 2026 CX Insights Rename & Oct 12, 2021 CCAI Insights GA)
- CX Agent Studio Documentation (Evolution of Dialogflow CX)
- Gemini Enterprise for Customer Experience (ces.googleapis.com) IAM Roles & Permissions
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