Does Google Cloud Contact Center AI / Customer Engagement Suite sign a BAA?
Yes, it signs a BAA
Google Cloud's click-to-accept HIPAA BAA covers the services on its HIPAA supported-services list. That list includes Google Cloud Contact Center as a Service, Agent Assist for CCaaS, Conversational Agents, Customer Experience Insights, Speech-to-Text and Text-to-Speech.
Not fully covered by the BAA: Agent Assist.
- Business associate
- Google Cloud
- Tool
- Google Cloud Contact Center AI / Customer Engagement Suite
- Plans with a BAA
- Google Cloud customers who accept the Google Cloud BAA
- Checked
By plan
| Plan | BAA | How to get it | Conditions |
|---|---|---|---|
| Google Cloud customers who accept the Google Cloud BAA | Signs a BAA | Accept or sign onlineRequest page | The BAA takes effect when the customer clicks to accept it, and it covers only the products listed on Google's HIPAA page. Google advises against opting in to Speech-to-Text data logging under a BAA and against putting PHI in Conversational Agents definitions (intents, training phrases, entities).[1],[2] |
Are the AI features covered?
Vendors often sign a BAA for the core product but leave some AI features out. Here is what Google Cloud says about each one.
| AI feature | Under the BAA | Details |
|---|---|---|
| Conversational Agents / Dialogflow CX (including generative features) | Covered | 'Conversational Agents' is on the HIPAA supported-services list. Dialogflow's compliance page marks Dialogflow CX, generative features included, and Dialogflow ES as HIPAA compliant. Keep PHI out of agent definitions.[1],[3] |
| Agent Assist | Partly covered | The list names 'Agent Assist for Google Cloud Contact Center as a Service (CCaaS)'. Coverage of Agent Assist used outside Google's CCaaS is not stated.[1] |
| Google Cloud Contact Center as a Service, Customer Experience Insights, Customer Experience Agent Studio, Gemini Enterprise for Customer Experience | Covered | Each is named on the HIPAA supported-services list.[1] |
Sources
- HIPAA compliance on Google Cloud and Google Workspace
- Google Cloud Platform HIPAA Business Associate Amendment
- Dialogflow compliance and security controls
A signed BAA is necessary but not sufficient for HIPAA compliance, which also depends on configuration, access controls, and your own policies. Verdicts summarize the vendor's own published terms as of the date checked; confirm with the vendor and your counsel before sending protected health information. Not legal advice.