JOE CHUFO: And hi, everyone.
My name is Joe Chufo.
And I am joined today by Michael Logan, the man on the mouse.
And we'd love to show you that Runner Up Tech demo
that we talked about earlier.
So let's reintroduce this company one more time.
Runner Up Tech is a fictitious IT company
that is helping other local companies support
their agents, right?
People that work for those companies
need to have a device as they're working from home.
And they need help.
But because they're working from home,
it's not a situation where you can just be in your office
and reach out and get help if someone accidentally--
like a dog, rather-- eats your Chromebook.
So that means that you might not be able to call in.
You might not be able to web chat.
You might want SMS or even social media channels.
What's important for Runner Up Tech
is that they are meeting those customers across these channels
and that they can't have every little thing go
to a live agent.
If you think about self-service requests,
you don't want to wait too long.
But you also don't want to have this queue of things piling up
that people can never get to.
So when we go through this demo today, keep that in mind
that they needed a solution to make
sure that demand for channels is not something
that customers are asking about, and they
can get that issue resolved on that first contact.
Now, with Runner Up Tech, they chose Genesys Cloud
and Google Contact Center AI.
So we are going to jump right into it.
Let's go through the things that they had to do to get up
and running.
The first thing I'd love to point out--
that we are in Genesys Cloud now, as Michael [INAUDIBLE]..
And we're just using Google Chrome.
So with a browser, we were able to go to a URL, log in.
And we've got the same interface for an agent
and an administrator.
And we'll see that today.
When it comes to getting up and running,
it's as easy as going to that admin panel.
And there are a few things that are super important for getting
your business actually online to people who reach out to you.
First thing is actually making agents, right?
So you've got to make people and bring them into the system.
That's something we can do here.
It's also important to actually have a phone number
so they can reach out to you.
Within the number management panel,
we can go ahead, start looking for the area code we need--
maybe there's a toll-free 1-800 number we'd like to use--
purchase it directly from this interface,
and put it into play automatically right from there.
Now, a few other things that are important--
and we hit on this earlier-- is what about other channels?
People might not want to make that phone call.
And if it's their phone that breaks,
they probably can't make the phone call.
So from here, we could be build an email.
We could start opening up social media channels,
maybe even drop a few lines of JavaScript on your website
and kick open a web chat.
All of those are available to us.
Now as we look at other channels,
it's not just about being open to customers,
but helping the agents that are within your company as well.
So scrolling down, we're seeing two things that are really
important-- quality, which means looking at those interactions.
Was there a situation where an agent just
had a really bad phone call and that customer was upset?
That's a moment we can learn from
and we can find right away to solve that problem.
Or maybe there was a great web chat
where a customer was super happy,
and we want to share that as a coachable moment with everyone
else.
Surfacing up those moments and learning from them
is super important.
When we look towards workforce management,
these are situations where we can take advantage of AI
to know, when do we need people around?
So when are customers reaching out?
And when do we have those peak periods?
Can we make sure more people are online and standing
by to address and help out?
Now, with today, we're seeing these situations
where they've got the channels up and running.
They've got agents online ready to go.
What about self-service?
How do we do that?
Using Google Contact Center AI, we have a one-click integration
into Dialogflow.
So what makes that so great is that all you have to do
is turn that on, and you can take advantage
of all the great things you've built with Google Dialogflow.
For those of you at home that are wondering
what does a one-click integration look like,
well, everything is deployed via our app foundry.
And that one-click step by step is
done right within our resource center in a six-minute video.
You can follow along.
And you, yourself, could have Genesys Cloud and Google
Contact Center AI working together.
Now, for the purpose of this demo,
we'll show a few channels as we go through it.
And the way we do that is with what we call Genesys Architect.
Think of that as our flow designer.
So when I mean flow, I mean people
are going to reach out to you in a lot of ways.
They might call in, they might chat, they might SMS,
they might social media.
I'm running out of breath talking about it.
There's a lot of ways people reach out.
You've got to have a way to build those experiences,
keep them consistent, but know the nuances that might
change as you go across them.
Lastly, we always love to talk about workflows.
Your business is not in a silo.
Maybe the interaction you have with a bot
is going to change the way you interact with the CRM,
kick off another process.
All of that can be built right here.
So for today, we'll take a look at an inbound call
in terms of the flow editor.
And what I just would love to show
is that we've got that Dialogflow bot right there.
All we had to do was drag and drop it.
On the right-hand side, we can choose the Dialogflow agent
that we'd love to use for this.
And it automatically pulls in everything right
into the visual designer.
So for those of you that are really great at Dialogflow,
you're wondering, well, what happens
as that conversation occurs?
We're identifying intents.
Maybe we're identifying moments that need an agent.
We want to reach out to a real person.
What happens there?
Are we changing the interface for the agent
when that call comes through?
What about a follow-up?
If we identify in the bot conversation
that they don't need a person, but they
do need a new Chromebook, as we see here
from that nice dog eating your laptop,
well, you've got to kick off a process.
And this is where it can be done.
The great thing about this is you have people designing bots
and have business users that can design what happens next
and influence what happens on the Contact Center side,
all from within a visual interface.
So I'm going to hand it back over to Michael
here as he takes us through that agent and that customer
experience through the demo today.
MICHAEL LOGAN: Thanks, Joe.
What we're going to do is move to the Runner Up Tech site.
So we're going to use the same example that Janelle laid out
for us earlier, where Joanne had an issue with her Chromebook.
But now same issue has happened to John Elliott.
So working from home has caused all sorts
of problems, everything from spilling coffee on your laptops
to having dogs eat them.
And that's what's happened here.
So I need instant response.
Because I have work to do, and I'm working from home.
But I need my Chromebook.
So I've gone to the website.
They're the ones supporting me.
And I've found the appropriate number.
And I'm hoping I can just call in and get an instant voice
on the phone to help me out.
Let's see what happens when I dial the number.
SYNTHESIZED VOICE: Welcome, John.
Do you need help with your Chromebook, your Pixel,
or help with something else?
MICHAEL LOGAN: My Chromebook.
SYNTHESIZED VOICE: I'm sorry to hear that.
Is there physical damage to the device?
MICHAEL LOGAN: Yes, my dog ate it.
SYNTHESIZED VOICE: Does the device still power on?
MICHAEL LOGAN: No, he took a big bite out of it.
SYNTHESIZED VOICE: OK, let's get you a replacement.
When would you like to have it delivered?
MICHAEL LOGAN: Today.
SYNTHESIZED VOICE: Your new Chromebook
will be delivered to 7601 Interactive
Way within the next four hours.
Is this correct?
MICHAEL LOGAN: Yes.
SYNTHESIZED VOICE: Great.
Can I help you with anything else?
MICHAEL LOGAN: No.
SYNTHESIZED VOICE: Thank you for using Runner Up Tech.
Have a pretty good day.
MICHAEL LOGAN: You have a pretty good day.
That's awesome.
See how easy that was?
I thought I was going to reach out and have to wait in queue.
But no, I was instantly helped and serviced through that bot.
And it's that one--
that first call resolution that we need.
Of course, there's always going to be follow-ups, so that's
what we're going to go to next.
Because that bot easily handled the transition of I
have a broken laptop to I'm going to get a brand-new one.
So that was all done in one interface.
Through Genesys Cloud, we were able to initiate that service.
And what we're going to see now in that same interface
is an agent working multiple interactions right now
in that same interface.
On the right side of the screen, we
see agent Michael Logan's engaged with a voice
interaction, also currently working on an email response,
as well as an SMS response, as well as a Twitter
direct message response, all from that same interface, all
delivered through that.
On the left side, we see that John Elliott is back
on the Runner Up Tech site.
This time, he's got his laptop, but he has a question.
So he's going to start a chat and hope to reach out and get
an instant response.
So just filling in some information, starts the chat.
And what you would hope is that I'm identified.
And sure enough, there it is.
Look.
"Welcome, John.
Do you need help with your Chromebook, your Pixel,
or help with something else?"
Sounds very familiar, right?
It's the same bot that we used earlier
on the voice channel, just applied to the chat channel.
So that is exactly what we want.
So we're going to just put in a quick response
here and hope we get--
"Is this regarding the recent Chromebook delivery?"
Because I want to make sure my Chromebook is up to date.
And they're asking if it's the recent delivery.
And of course, it's the one I just got.
So I respond.
And they recognize that I'm a platinum customer.
That's how we're using those back end systems
to identify our customers.
"Happy to connect you directly with one of our engineers
that can help you resolve your backup issues."
So now that I'm being connected, we're
going to go back to our agent, Michael Logan.
Michael Logan's wrapping up some interactions.
He's on that voice interaction that's just wrapped up.
He's just wrapping up that product question.
Now as soon as he wraps that up, he's
alerted to the chat message from John Elliott.
Not only does he see the chat message from the bot, but
he's also--
through Google Contact Center AI,
there's Agent Assist that's driving the conversation.
So I can instantly respond to check
the Chromebook for updates.
So what I'm able to do is instantly
put in, through a workflow, "Let's make
sure that it turns on."
And John Elliott says, yes, it turns on.
It's on.
And then we go to the next step.
So as we go through, and we complete that,
and ask if it's connected to Wi-Fi,
and move on through the workflow to ensure that John
Elliott's satisfied and is-- everything's up to date--
and as we go through that flow, I'm
going to hand it back to Joe and wrap up this conversation.
JOE CHUFO: Hey, and thanks, Michael.
So I just want to talk about what we saw here.
When we look at that phone call, the absolute best thing
you could do is get out of the way
and get a new Chromebook for someone.
We didn't need an agent there.
What was better was using self-service.
But when that person gets the device, you've got to think,
even though technology might be simple, you still need help.
And if you're stuck at home by yourself,
it's a little nerve-wracking to know if you're
doing the right thing.
We have to create bandwidth to choose
these moments of using self-service, and then getting
to a person who can be there, and understand what it's
like to get set up when you just had a dog eat your Chromebook.
That's a tough day.
So the great thing on the agent side
is that Michael didn't know he was following the newest steps,
right?
Things change.
Processes adapt.
But having that in real time through Google Agent Assist
is invaluable to make sure that we can come back to that thing
that we wanted in the beginning, which
was solving it on the first try right on that interaction.
So Michael, I want to thank you for a great demo.
And for those of you at home, thank
you so much for joining in and watching this with us.
And Celeste, thank you again for having us.
CELESTE GRADE: That was amazing.
Thank you, team.
It's exciting to see.
And it's exciting to see a lot of our-- a lot of work
over the past few years that's come to this easy way
to enable for our customers.
So thank you.
From the Google Cloud team and the Genesys team,
we want to thank all of you for being with us today.
And thank you very much.
And we look forward to helping you completely
transform your contact center and delivering better customer
experiences for your customers.
So thank you very much.