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SPEAKER: In today's digital age, there's
an expectation for instant access to information,
and across industries, customers are
less and less willing to wait.
This is especially true when it comes
to call centers and customer service.
As delays grow longer due to high average
handle times and poor operational efficiency,
customer satisfaction only declines.
For businesses like yours, providing
a high-quality customer experience is crucial.
To deliver faster response times and improve customer
satisfaction, you need to reduce handle times
while enabling more customer engagement, all at a lower
cost.
Contact Center AI from Google Cloud offers a solution.
Contact Center AI is made up of a suite of three products that
together can increase customer satisfaction,
decrease average handle times, and improve
operational efficiency.
The first product is Dialogflow Customer Experience or CX.
Dialogflow CX is a powerful tool for creating
advanced virtual agents that makes
it simple to create conversational experiences
across devices and platforms.
Dialogflow CX offers new functionality
specifically designed for large-scale implementations.
Thanks to its fully interactive visual builder,
conversation architects can see the relationship between topics
and understand every turn at a glance.
Additions and edits can be made in seconds, all
from the same view.
With virtual agents, your customers
can get an accurate answer more quickly,
helping improve their satisfaction with your service.
Next is Agent Assist, another core product of the Google
Contact Center AI solution.
Agent Assist transforms contact centers
by empowering human agents with continuous support.
It uses conversational AI technology
to help live customer service agents formulate responses
and find answers to issues through voice and text
channels.
Agent Assist includes both Smart Reply and Knowledge Assist.
Smart Reply surfaces contextual responses
while Knowledge Assist offers knowledge articles and answers
to the ongoing conversation.
Agent Assist helps your agents work
more efficiently so they can serve
more customers in less time.
The final core piece of the Google Contact Center AI
product suite is Contact Center AI Insights,
also known as CCAI Insights.
CCAI Insights enables contact center management
to make data-driven business decisions
and improve customer experience.
As an Insights customer, you'll discover
the data you need to properly adjust your business
and find trending problems to stop
those molehills from becoming mountains
and keep agents prepared, all leading to helping you run
a tighter ship and delivering a better
experience for your customers.
In addition to these three core products,
Contact Center AI also offers a contact center
as a service solution called Contact Center AI Platform.
The Contact Center AI Platform can power your contact center
with mobile-first design, multichannel experience,
AI automation, and more to help deliver satisfied customers.
With the Contact Center AI platform,
CCAI is now able to bring the power of AI
to a larger set of customers.
This platform has been optimized for Chrome OS
and built on the Google Cloud platform
to support enhanced customer and business data security,
help reduce downtime, and help increase agent productivity.
With Contact Center AI, your call center
can reduce average handle times and operate more efficiently,
resolving more customer problems while spending
fewer resources to do it.
To find out more, go online or talk to a Google Cloud
representative today.
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