[MUSIC PLAYING]
SPEAKER: We're all aware of how important customer experience
is.
And your contact center is right on the front lines,
with customers asking for support
from all of the different channels of communication.
Providing great service on top of this huge volume of requests
can be hard and intimidating with a traditional contact
center.
Imagine providing your customers with immediate 24/7,
AI-driven self-service in a way that's natural and seamless,
an unforced conversation that transitions them
to a human agent who can tap into an AI-powered knowledge
base that allows for quicker, more accurate resolution.
That's where Google Cloud's Contact Center AI comes in.
At the core of the technology are
bots that can talk, listen, learn, and understand.
This lets them converse naturally
with customers, resolving basic issues directly,
and assist via human agents on complex call,
providing real time, turn by turn guidance.
Combining the best of Google Cloud's AI
with the power of the Genesys Cloud,
Contact Center AI will improve your customer experience
and increase your operational efficiency at the same time.
The Genesys and Google Cloud relationship is
seamless and allows your AI agent developers
to update variables and responses on the fly.
You'll have the ability to drive the discovery of end user needs
in real time.
So you can stop worrying about compensating ahead of time
for every possible outcome.
You'll create the business logic and deliver conversation
management so that, by the time the conversation reaches
a live agent, your custom data collection environment will
already be established, bringing it
into the conversation with the human agent.
Speech-to-Text takes in text and understands the intent
and uses Google's natural language processing
to look at intent and return the entities.
Genesys Architect allows administrators and contact
center managers to link together predefined operations
to create simple or sophisticated menu
applications.
Use it to play audio, route interactions
to agents, cues, voicemail, external numbers,
or other flows.
Incorporate advanced features, such as non-menu digit
collection, data dips, conditional logic,
and expression editing.
You'll need a Google Cloud Platform account and a Google
Dialogflow agent to develop using Genesys Architect.
Dialogflow is Google Cloud's solution
for creating automated conversational experiences,
often called bots or virtual agents.
It's easy to start building in Dialogflow.
You can import the agent into Genesys any time you're ready.
Here's how you'd get started.
Create the Google Dialogflow Platform Service Account
credential.
Obtain the Google Dialogflow integration
from Genesys AppFoundry.
Create and configure the Genesys Cloud OAuth client credentials.
Configure the Google Dialogflow Platform Service Account
credential.
Configure the Genesys Cloud OAuth credentials,
and then activate Google Dialogflow
and activate the integration.
Set up a Genesys Cloud Architect flow,
and then associate the Google Dialogflow
bot with the Architect flow.
Route a Genesys Cloud phone number to the Architect flow.
Once your Genesys integration is complete
and your bot is running, you'll spot trends and get ahead
of your always growing customer demand with analytics tools
that allow you to stay in tune.
Today's digital age means instant gratification.
And Google Cloud's AI technology enables you to reach customers
immediately, without putting them through a long phone tree
or placing them on an extended hold.
Transform your agents into specialists.
Agents shouldn't waste time searching for answers,
looking for the most helpful customer resources,
or even typing up their notes.
Instead, Contact Center AI will anticipate customer needs
and serve as actionable insights, making the agent
a better resource for your customer, your business,
and your bottom line.
Since Google Cloud's Contact Center AI and Genesys
have partnered, you can now deliver world class customer
experiences that blend AI and Google Cloud voice interaction
technologies with Genesys call center
automation and orchestration.
Come see what it's all about.