Google has unveiled a significant update to its AI-powered research and summarisation tool, NotebookLM, designed to transform how users interact with, synthesise, and understand complex information. The new release, outlined in the official Google Labs announcement, brings powerful features, including audio and video previews, expanded language support, and longer content handling, creating new possibilities for CX, BPO & contact centre leaders and knowledge workers worldwide.

What’s New in NotebookLM?

1. Audio & Video Overviews Users can now generate and listen to or watch concise overviews of lengthy documents, presentations, or meeting notes. This allows busy professionals and customer service leaders to ingest and understand critical information on the go, whether by listening during a commute or quickly skimming a video summary before a meeting.

2. Expanded Language Support NotebookLM now reaches a truly global audience by supporting several additional languages, making advanced research and summarisation tools accessible to more users than ever. This inclusivity benefits multilingual CX, BPO & contact centres with global teams that frequently work across different regions and languages.

3. Longer Content Summarisation The improved NotebookLM can process and summarise much longer documents. This opens the door to handling entire training manuals, in-depth customer case studies, or technical whitepapers—all in a fraction of the time it used to take, with reliable and concise outputs.

Impact for Users and CX Leaders

These new features offer clear, real-world improvements:

  • Faster training and onboarding: Team members can rapidly absorb policies, best practices, or product updates through audio/video overviews, freeing them from hours of manual reading.
  • Universal knowledge access: Multilingual summarisation empowers diverse customer support teams, making company knowledge instantly available in the language most comfortable for each agent.
  • Enhanced support quality: Long, complex queries—whether from internal wikis or client contracts—can be quickly distilled, ensuring agents deliver faster, more accurate answers.

A Step Forward in AI-Human Collaboration

NotebookLM is more than a summarisation tool—it is an AI collaborator that helps professionals cut through noise, connect insights, and focus on higher-value conversations. According to Google, these enhancements aim to bridge the gap between raw information and actionable knowledge, fostering a culture of continuous learning, empathy, and excellence not just in CX but every industry.

Conclusion

Google's latest upgrades to NotebookLM mark a new era for intelligent research, learning, and customer service. By blending audio/video processing, advanced language capabilities, and longer-content analysis, Google is putting innovative tools into the hands of those who need them most—delivering on its promise to accelerate learning and elevate experiences for CX professionals and beyond.

For those eager to try the new features or learn more, visit the official update on the Google Blog.