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Google Contact Center AI

Customer Engagement With a Human Touch

With Google Cloud Contact Center AI (CCAI), you can provide human-like experiences that delight customers, reduce costs, and free up valuable time for your contact center agents.

In today’s fast-paced business landscape, delivering exceptional customer experiences has become a top priority for companies that want to become market leaders.  

According to Forrester Research, customers expect simple, quick, and efficient customer service that creates a positive emotional connection with the brand. They are open to interacting with AI-powered bots but still prefer a human agent for more complex cases.  

With Contact Center AI by Google Cloud, you can automate routine conversations and let customers self-serve using conversational AI. This helps you boost efficiency while providing seamless transitions between chatbots and live agents. 

By using Google Cloud Contact Center AI’s artificial intelligence and machine learning capabilities – including natural language processing, speech recognition, and voice- and text-based chatbots – live agents can understand customers’ needs, and resolve issues with minimal involvement. 

Google Cloud Contact Center AI Benefits

Unleash A Seamless Customer Experience

Improve customer engagement with effortless human-like interactions

Transform conversations into actionable insights

Empower your team to deliver personalized service by freeing up their valuable time

Quickly customize and deploy virtual agents

Increase efficiency and cost savings

Google Cloud Contact Center AI Features

Design Rich, Natural Interactions with the Power of AI

  • Dialogflow CX – Deliver more natural customer experiences with virtual agents that support follow-up questions and operate across multiple channels 24/7. 
  • Agent Assist –  Empower human agents and provide ongoing support during calls and chats through recommended customer responses, live transcriptions for calls, and knowledge base content that reduces customer waiting times and provides more accurate information. 
  • Contact Centre AI Insights – Extract key business insights from customer conversations. Understand why customers are getting in touch, identify key topics of interest and the sentiment around them.  
  • Contact Center AI Platform – Easily manage multiple channels and large volume of interactions with an omnichannel contact center solution that’s native to the cloud. Eliminate channel switching between voice, digital, and AI-powered self-service.  

Google Cloud Contact Center AI Integrations

Supercharge Your Contact Center with Custom Products and Integrations

  • Dialogflow CX – Improve cross-platform and device communication by using cutting-edge natural language AI technology. 
  • Speech-to-Text – Efficiently process speech with machine learning. The technology understands customers regardless of accent, vocabulary, or how they phrase their words. 
  • Text-to-Speech – Engage in seamless, natural conversations with customers across channels using cutting-edge speech generation technology. 
  • Natural language – Apply machine learning algorithms to uncover insights from unstructured text data. Analyze social media sentiment and customer interactions. 

 

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