Source: uctoday.com
Contact centres are still the most crucial connection point between companies and their consumers. However, the way that companies build and use their contact centre environments is changing. The rising demand for exceptional customer service has forced businesses to take a more intelligent approach to the way that they solve client problems.
Contact Center AI, a solution announced by Google in July 2018, has now become generally available, offering businesses the opportunity to access and build personalised and intuitive solutions for customer care from the first point of contact with each customer.
Introducing Contact Centre AI
The CCAI (Contact Center AI) solution from Google offers everything that businesses need to transform their contact centres, including virtual assist and agent assist intended to help agents accomplish their goals faster.
Virtual assist allows customers to access personalised and immediate conversational self-service solutions. The virtual assist solution automates simple interactions for teams and offers easy transitions to actual agents for more complex issues to be managed through human conversations with real-time transcriptions.
Agent assist, on the other hand, allows live agents to access continuous support during their calls, with transcriptions in real-time, step-by-step assistance, and insights into customer intent. Businesses can also use CCAI to automate call dispositions.
Google is now offering CCAI as an integration for its users existing workflows. There are integrations available already with partners like Mitel, Avaya, 8×8, Genesys, Cisco, Five9, Vonage, Twilio and Salesforce.
Bringing Dialogflow Into CCAI
Aside from virtual assist and agent assist, another major feature of Contact Centre AI is the arrival of Dialogflow – a core technology that’s designed to build interfaces like IVR and chatbot solutions for richer customer conversations. Dialogflow now has over 1 million developers and provides support for PCI and HIPAA compliance. Features include:
- Self-service integrations with telephony solutions: Dialogflow’s Telephony gateway now includes IVR partners. You can use existing phone numbers for access to the virtual agent on Dialogflow, and power your IVR systems accordingly
- Agent valuation: This feature helps designers to design high-quality agents that improve the overall experience with feedback that includes warnings that need to be fixed or improved to enhance the performance of the agent
- Entity enhancements: Google has improved its natural language processing to provide more accurate and conversational experiences. For instance, Google now offers a system entity extension for greater recognition and accuracy with additional values in the Dialogflow application. There’s also fuzzy matching available for better entity matching, and regular expression entities. Regular expression entities improves return matches with patterns rather than a focus on terms
The New Intelligent Contact Centre
According to Google, customers are already seeing positive results from Contact Center AI integrations. Director of Viewer Experience at Hulu, Matt Kravitz, advised that the Google Cloud solution combined with Salesforce allows the company to tailor its actions to suit customer needs.
Additionally, Head of Conversational AI at GoDaddy, Mira Lynn, said that Google’s Contact Center solution with Dialogflow furthers the company’s ability to offer exceptional guidance and care to customers. Businesses can explore the benefits of CCAI for themselves now.
