AI Agent Building Just Got Easier: How UJET & Google Cloud CX Agent Studio are Redefining Automation

If you’ve been following the industry news coming out of NRF 2026, you’ve probably heard the buzz about Google Cloud’s latest launch: Gemini Enterprise for Customer Experience (formerly known as Cloud Customer Engagement Suite and Contact Center AI).

It’s a massive step forward, moving past the era of the transactional Q&A chatbot and toward a new world of Agentic CX, where autonomous AI agents can reason, plan, and execute multi-step tasks to achieve complex goals. Google’s AI is now bridging the gap between discovery (shopping) and resolution (service) with a new unified, intelligent agent building interface that seamlessly integrates with our CCaaS platform to ensure customers can get the best of Google AI at every touchpoint in the customer journey–from autonomous AI agents, to real-time AI assistants, to post interaction AI analytics.

But today, we want to double-click on the part of Google’s recent announcement that has our team at UJET particularly fired up: Google Customer Experience (CX) Agent Studio.

Why CX Agent Studio is a Game-Changer

For a long time, building a sophisticated virtual agent felt like a choice between two "meh" options: you either settled for a basic chatbot that frustrated customers, or you committed to massive, months-to-years-long engineering projects.

CX Agent Studio completely changes the game. It’s a new low-code, visual orchestration platform that lets you build, test, and deploy agents in days, not months or years. We’re talking about a drag-and-drop canvas where you can design complex workflows that don’t just chat—they actually do things. And best of all, it’s built with business users in mind, so you don’t need an army of AI developers to implement sophisticated AI agents. 

Example of Google Cloud CX Agent Studio agent embedded on website.

Given the unique partnership UJET holds with Google, as OEM provider of their Google Cloud CCaaS platform, we’re always an early adopter of the latest Google tech. That’s why today, we’re excited to announce UJET’s CCaaS now supports CX Agent Studio:

• Active Problem Solving: These aren't passive info-sharers. Because they connect directly to your backend systems, they can orchestrate real-world actions—like processing a shade-matching assessment or applying a goodwill credit—without ever needing a hand-off to a human.

• Natural, Intuitive Multilingual Interactions: AI agents deliver natural, empathetic, and human-like support across phone, mobile, and web channels in over 40 languages, switching between languages effortlessly.

• Shopping Agents: Complete end-to-end commerce solution, connecting front-end interfaces like chat and voice, directly to backend tools, with agents capable of complex reasoning (ex. personalized shopping assistants), and executing consented actions (ex. if shoppers are indecisive about a product, the agent can provide options based on past shopping history from their local stores based on product availability). 

• Built-in Guardrails: One of the biggest fears with AI is it going off-script. CX Agent Studio includes automated evaluation tools and guardrails to ensure your agents stay on-brand and secure before they ever hit production.

• Flexible Configuration: CX Agent Studio supports Agent2Agent (A2A) and Universal Commerce Protocol (UCP), allowing organizations to bring their own external agents to the platform and connect to essential commerce functions like cart management, inventory checking, and ordering, connecting agents across platforms.

Google Cloud CX Agent Studio visual design interface.

The UJET & Google Difference

At UJET, we’ve always believed that the best customer experience is the one that prevents a frustrating interaction from happening in the first place. By powering our UJET’s Virtual Agents with CX Agent Studio, we’re enabling our customers to build those concierge-like experiences that handle complex reasoning with sub-second latency.

And because we’ve always been a CRM-first platform, these agents aren't working in a vacuum. They connect back to your sensitive customer and business data to ensure every support interaction is informed by the customer’s actual history and intent. No more "Could you repeat your order number for the fifth time?"

Speed and simplicity has always been a UJET difference. G2 peer reviews frequently cite UJET’s average time to implement our CCaaS platform as 2 months. With Google’s new CX Agent Studio capabilities, customers can now also deploy sophisticated AI virtual agents and automation in as little as 4 weeks. By combining our two platforms, we not only provide  our customers with incredible time to value for CCaaS and AI capabilities, but the new conversational intelligence and automation capabilities help ensure you are treating every customer with dignity, empathy, and personal touch - even in AI agent conversations! 

Final Thoughts

We’ve finally reached the point where customer service isn't a cost center anymore—it’s a revenue-generating, relationship-building, and loyalty-improving powerhouse. Whether you’re a retailer looking to turn chats into revenue or a financial institution needing secure, personalized banking support, UJET’s CCaaS platform and CX Agent Studio provide the engine that’s going to get you there.

We’re thrilled to be part of this AI platform shift alongside our strategic partners at Google. If you’re ready to see what your own digital concierge could look like, let’s talk!

Stay authentic,

Matthew Clare
VP of Product Marketing, UJET

Frequently Asked Questions

Q: How quickly can we deploy CX Agent Studio with UJET?

A: UJET customers can deploy sophisticated AI virtual agents and automation in as little as 4 weeks, compared to industry averages of 3-6 months (or more!) for comparable AI agent implementations.

Q: Can CX Agent Studio agents handle complex, multi-step customer issues?

A: Yes. Unlike traditional chatbots that handle single queries, CX Agent Studio agents can reason through complex scenarios, access multiple backend systems, and complete full workflows autonomously—like processing returns, updating account information, and coordinating with inventory systems.

Q: How does this compare to building custom AI solutions in-house?

A: CX Agent Studio's low-code interface lets business users build and deploy agents without extensive AI development resources. You get Google's enterprise-grade AI capabilities with visual design tools, eliminating months of custom development while maintaining flexibility for unique business requirements.

Q: What ROI can we expect from UJET's AI agent implementation?

A: UJET customers typically see 2-3 month ROI. Case studies show results like KeyBank's 15% call volume reduction and 10% contact center cost decrease, or EverWash's 70% reduction in average response time (from 60+ seconds to 18 seconds).

Q: Does this work with existing CRM and business systems?

A: Absolutely. Both UJET’s CCaaS and CX Agent Studio support extensive system connections, allowing agents to access and update information across your existing tech stack without replacing current systems.

Q: How does CX Agent Studio differ from Dialogflow CX and Conversational Agents?

A: CX Agent Studio is a new product with a new codebase. It represents the next evolution in conversational AI. The key benefits of CX Agent Studio are its speed and intelligence. It leverages AI to assist in the building process, enabling developers to go from concept to a production-ready agent in a matter of days using pre-built templates and AI-powered tools. This results in agents that can handle more complex user intents, maintain context more effectively, and provide a more natural, human-like interaction. Furthermore, CX Agent Studio is designed for seamless integration with over 100 backend systems and offers a simplified migration path for those already using Dialogflow, making it a powerful upgrade for creating superior customer experiences.

Q: Do I have to upgrade from Dialogflow CX and/or Conversational Agents to CX Agent Studio?

A: Yes, but not immediately, you have lots of time. We recommend customers start looking at CX Agent Studio and planning for a migration in the coming months to get ahead of Google’s migrations plans. Contact your UJET Customer Success Manager to learn more about CX Agent Studio and migration plans. 

Q: Do the agents included in Gemini Enterprise for Customer Experience support Agent2Agent protocol (A2A)?

A: Yes, agents included in Gemini Enterprise for Customer Experience support A2A by design as the agents are designed to work together on a common platform. 

Q: How does Gemini Enterprise for Customer Experience relate to the newly announced Universal Commerce Protocol (UCP)? Does my customer still need Gemini Enterprise for CX with the launch of UCP?

A: Gemini Enterprise for CX and UCP are complementary capabilities to enable Retailers to accelerate into the agentic commerce era. Gemini Enterprise for CX is a product suite designed to unify product discovery, shopping and service together into single, agentic experience on Retailer’s digital properties. On the other hand UCP is the new, open-source standard for agentic commerce, serving as the common language for essential commerce functions like cart management, inventory checking, and ordering, connecting agents across platforms. For customers, building agents in Gemini Enterprise for CX will enable UCP and provide integration into the Gemini app via UCP.

Q: Customer service has historically been a cost center. How does Gemini Enterprise for Customer Experience shift service into a revenue-generating function?

A: Traditional bots are designed to deflect tickets to save money. CX Agent Studio agents are designed to capture revenue. Because the Service Agent is connected to the Shopping Agent, it can pivot a support query (e.g., "return this item") into a sales opportunity (e.g., "exchange for this better rated item") without handing it off to a human. Unlike passive chatbots that just provide information, our agents act as digital concierges. They can autonomously execute consented actions like building a cart, applying a loyalty discount, and processing checkout directly within the chat flow, reducing the friction that leads to cart abandonment.

Q: If an agent can act on a customer's behalf, how do you guarantee the security and privacy of this data?

A: Security is paramount, and our approach is built on three core pillars: Consent, Control, and Trusted Protocols. 

• Consent: Every action taken by an agent is explicitly consented to by the user; the customer remains in the driver’s seat of the interaction. 

• Control: These agents operate within a trusted protocol environment. Just as there are standardized, secure protocols for exchanging payment information today, we use similar hardened frameworks to ensure that agent-to-agent communication is protected and that only the minimum information necessary to complete a transaction is shared.

• Trusted Protocols: Shopping agent is built on Google Cloud’s enterprise-grade infrastructure. This means businesses set the guardrails, and customer data is never used to train our underlying models. We aren't just protecting data; we are ensuring that the digital concierge experience remains a secure, private relationship between the brand and the consumer

Q: Where can I find more information about Gemini Enterprise for CX and CX Agent Studio?

A: UJET documentation can be found in our support portal. Additional Google information can be found at the following locations: Customer Experience Agent Studio, Gemini Enterprise for CX, Google’s recent Press Release, and Product Documentation.