Let's go over an example question that could appear on Google Cloud's new Generative AI Leader exam, which was released in May 2025.
If you want more preparation help like this, you can check out my Generative AI Leader practice exams.
The Question
A national airline wants to bring together its customer support interactions from call centers, in-app chat, and web messaging. They need a single solution that manages these channels, organizes agent workflows, and maintains a consistent and secure experience for travelers across all platforms. Which offering from the Google Cloud Customer Engagement Suite should they adopt?
A. Contact Center as a Service
B. Agent Assist
C. Conversational Insights
D. Conversational Agents
Explanation
When organizations think about modern customer support, they often face the challenge of fragmentation. A traveler might call a support line, then follow up through a web chat, and later check in via the mobile app. If those interactions live in silos, the experience becomes frustrating both for customers and agents. This is exactly why Google Cloud offers the Customer Engagement Suite, which bundles together several tools for conversational AI, analytics, and agent productivity. Within that suite, different components serve very different purposes.
In this question, the business scenario describes an airline that wants to unify customer support across call centers, in-app chat, and web messaging. Their needs go beyond just helping individual agents be more productive or deploying a single chatbot. They require a full cloud-based contact center platform that integrates communication channels, manages agents, and enforces security and consistency. That is what Contact Center as a Service is designed to deliver. It provides the infrastructure and scalability needed to operate a centralized customer service system, making it the best fit for this type of requirement.
So our correct answer is:
A. Contact Center as a Service
The other offerings in the Customer Engagement Suite are valuable but narrower in scope.
Agent Assist is a tool that provides real-time recommendations to agents during conversations, which improves productivity but does not unify channels.
Conversational Insights analyzes interactions to uncover patterns like customer sentiment or frequent issues, which is helpful for strategy but not enough to run a multi-channel contact center.
Conversational Agents enable bots and automated responses, which can reduce load on agents, but alone they cannot manage the full range of interactions across phone, web, and app.
When you step back, the main lesson is that each product in the Customer Engagement Suite plays a distinct role. Some focus on agent support, others on automation, and others on analytics. But only Contact Center as a Service provides the all-in-one platform needed when a company wants to tie everything together into a unified, secure, and scalable operation.
More practice
I've got more Generative AI Leader practice questions that you can review to make sure you pass the real exam.