Google is launching Google Cloud Contact Center AI Platform, an expansion of its Contact Center AI offering that the company says offers an out-of-box, end-to-end solution for the contact center and brings together AI, cloud scalability, multi-experience capabilities and CRM integrations.
According to Google, Contact Center AI Platform is purpose-built or customer relationship management and extends the ability to offer personalized customer experiences that are consistent across the organization’s brand, whether delivered via a virtual or human agent.
The company says the new offering can eliminate many historic pain points, including managing data fragmentation and rigid customer experience flows, to create more engaging, personalized and flexible customer support.
According to Google, with the new offering, Contact Center AI now allows customers to:
- Orchestrate the customer journey by creating modern experiences that can be embedded in their chosen channels with mobile/web software developer kits (SDKs), compatible with iOS and Android;
- Leverage CRM as a single source of insight into the customer experience, to unify content, increase personalization, and automate processing with CRM data unification;
- Manage multiple channels without pivoting across voice, SMS, and chat support;
- Predict customer needs and route calls appropriately with AI-driven routing, based on both historical CRM data and real-time interactions;
- Automate scheduling, schedule adherence monitoring, and manage employee scheduling preferences with Workforce Optimization (WFO) integration;
- Provide customers with self-service via web or mobile interfaces using Visual Interactive Voice Response (IVR).
The Google Contact Center AI Platform also allows other partners to integrate with Contact Center AI for a more seamless experiences operating the customer service center with a complete view of the customer in a single workspace that includes real-time AI, native agent call controls and real-time call transcription.
In a statement included in Google’s blog announcing the launch, Ryan Nichols, senior vice president and general manager of contact center for Salesforce, said customers are continually raising service expectations, with research suggesting 79% of consumers believe the customer experience is as important as products and services.
“Through intelligence, workflows, and a deeper understanding of the customer, Salesforce’s Service Cloud Voice paired with Google’s Contact Center AI will empower agents with a seamless experience to help them wow customers,” Nichols said.
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