[MUSIC PLAYING]
SPEAKER: If you've ever felt like you've
had to make a trade-off between great customer
support and operational efficiency,
then Google Cloud's Contact Center AI is for you.
Contact Center AI can listen, understand,
and interact in a human-like manner with your customers.
Contact centers have a lot of moving parts,
and so does Contact Center AI.
So in this instructional video, we'll
provide an overview of the AI components
themselves and define what our partner
solutions can offer across a range
of operational environments.
We'll also touch on the key requirements
for implementation.
Contact Center AI combines four key ingredients,
enabling a conversation that's close to human--
The conversational core, the Virtual Agent, Agent Assist,
and insights.
Let's jump right in.
Google Cloud's conversational core
is like a brain that enables conversation.
It redefines the art of AI-powered conversation
by providing a close-to-human experience
through Google Cloud's speech-to-text, a deep learning
neural network API that knows precisely what customers mean,
regardless of their accent, use of vocabulary,
or unique phrasing.
Text-to-speech responds to your customer
in a natural, human-like manner, allowing the customer
to push the conversation along, avoiding frustration.
Google Cloud's Dialogflow uses our world-class natural
language understanding to identify your customer's intent
and determines the appropriate next steps.
The conversational core enables you
to provide a consistent, high quality conversational
experience across channels and platforms, human and virtual,
which leads us to the Virtual Agent.
A good way to discuss Google Cloud's Virtual Agent
architecture is to show an experience we've all had.
Imagine you're the customer.
The conversational experience begins.
When you initiate your request, it's
received by Dialogflow, which matches
the intent after converting speech to text.
The AI also utilizes optimized telephony models
for the language.
Dialogflow makes a call to the back end,
using a web hook function or other services
and receives a response.
This response is then converted to speech using text-to-speech
and sent back to the user.
If your request requires a deep knowledge-based query,
then the reply is received via FAQ or a third party knowledge
based service in real time, providing you
with a seamless customer experience.
Sometimes a question will still require live agent support.
And Google Cloud's Agent Assist makes this process seamless
as well.
The call gets routed to an agent through the partner telephony
channel.
A session manager monitors the state of the conversation.
It sends the request to a partner installed agent
desktop.
At this point, the human agent will
see transcripts of the conversation
with the Virtual Agent, which saves the agent from having
to repeat questions.
Google Cloud's Contact Center AI with its built-in natural
language understanding grabs the context of the conversation
to suggest articles and real time, step-by-step guidance
so the agent can help the conversation move along.
The human agent is also provided with smart replies on the Agent
Desktop.
Agents can also provide feedback on the article suggestions
so the system can learn.
The conversation experience is further enhanced
through the insights you'll gain into your customer data,
including top call drivers and associated sentiment.
You'll be able to upload data in the form of voice and chat
transcripts that are then converted
to text using speech-to-text.
Your insights become available via a live dashboard showing
tons of stats like how many calls are being received,
what is the percent split amongst intents, and more.
Up to now, we've focused on the components of Contact Center
AI.
Now, let's talk about how you'll experience the ground game.
Robotic pre-recorded voices will now
be human-like, text-to-speech conversations
that are generated on the fly.
Rules-based fixed hierarchy bots are now
AI-powered virtual agents.
Clunky speech transcriptions requiring regular tuning
are now auto-tuned, AI-driven speech models,
running on Google's own neural network TPUs.
And searching knowledge bases or memorizing shortcuts
will be a thing of the past by surfacing relevant articles
and insights in real time to human agents.
So now you're ready to start your own implementation.
Google Cloud has partnered with your existing telephony partner
to ensure the transition to Contact Center AI is seamless.
We've done the technical heavy lifting so you don't have to.
All you need to do is enable the solution.
Telephony partners are Google Cloud's
core go-to-market exclusive sales channel,
with Cloud AI serving as a critical component
in their solutions.
Desktop partners provide the user
interface that the agent uses while interacting
with the customer.
This interface receives information from Dialogflow
and will display the transcript and knowledge as it surfaces.
Knowledge partners synchronize the contact center's content
into the customer's knowledge bases,
providing the ability to surface knowledge articles
and suggestions to human agents, allowing Google Cloud's Contact
Center AI to provide access to the customer's
corpus of information at every agent's fingertips.
Contact Center AI will only be available for purchase
through Google Cloud's telephony partners.
However, systems integration partners
will be utilized for integrating Contact Center AI
components with the selected telephony partner platform.
Systems integrators can also offer complementary services
for on-boarding and integration beyond what
the telephony partner offers.
Interested in taking the next steps toward Contact Center AI?
Talk with your contact center vendor or Google Cloud
representative to discuss next steps
for implementing Google Cloud's Contact Center
AI in your business.