Google Cloud Next 2025 Keynote: Applied AI Product Manager Lisa OMalley

At Google Cloud Next 2025, Lisa O'Malley, Senior Director of Product Management for Cloud AI, highlighted advancements in AI-driven customer experience (CX). Key points from her presentation include: AI-Powered Customer Engagement: O'Malley showcased how companies like Reddit and Verizon are leveraging AI to enhance customer interactions. Reddit introduced "Reddit Answers," a conversational layer powered by Gemini, while Verizon's adoption of the Customer Engagement Suite enables 28,000 assistants to access real-time data, improving customer resolution times. ​ Enhanced Customer Engagement Suite: New features include human-like voice responses, CRM and communication platform integrations, and the ability to understand customer emotions. A live demo illustrated how an AI agent could assist a customer in selecting the appropriate fertilizer for petunias and handle complex requests by escalating to a human manager when necessary. ​ Purpose-Built Agents: O'Malley discussed the deployment of specialized AI agents, such as Mercedes-Benz's use of conversational AI for in-car search and route mapping, and Carrefour Taiwan's AI Sommelier, which assists customers in wine selection based on preferences. ​ Invisible Customer Experience: Emphasizing a shift towards seamless interactions, O'Malley noted that AI is enabling experiences where technology fades into the background, providing intuitive and empathetic customer service across various platforms and languages. #artificalintelligence #googlecloudnext #cloudcomputing Follow us on Social Media: Twitter / X https://x.com/Techusiness Threads https://www.threads.net/@techusiness Instagram https://www.instagram.com/techusiness/ TikTok https://www.tiktok.com/@techusiness LinkedIn https://www.linkedin.com/company/techusiness/ Contact Info Email techusiness@gmail.com