Google Contact Center AI: Making Customers Happy

In the world of customer service, it's no secret that there are often frustrations and challenges for all parties involved. Customers can become unhappy with poor self-service options and long wait times; agents can feel frustrated with mundane tasks and unhappy customers and contact center owners struggle to balance efficiency and customer satisfaction. At Google, we understand these pain points and have developed solutions to address them.

To begin, let's take a closer look at the customer journey when calling a contact center for help. The friction often starts at the front door with traditional IVR systems or simple bots that lack the ability to capture the specific needs of the customer. Fixed menus and weak prompts can lead to customers quickly becoming frustrated and seeking out a live agent. Even when customers are directed to the correct self-service option, these options often fall short and are unable to handle follow-up questions, resulting in an escalation to a live agent. By the time the customer reaches a live agent, their frustration level is already high. The agent may ask the customer why they are calling, even though this information was already provided during the self-service attempt. Additionally, if the agent doesn't know the answer to a question, it can lead to more wait time and inconsistent responses. After the call, the agent may spend additional time writing a summary or provide minimal notes for future reference. Contact center owners often lack the necessary tools and data to effectively address these issues and improve the overall experience.

To tackle these pain points, Google Contact Center AI offers a cohesive solution powered by Google AI. At the core of this solution is a conversational AI brain that can recognize and understand customer intent, allowing for scalable and interactive conversations. This technology powers various services designed to improve the customer experience. Dialogflow, for example, allows for the creation of complex chat and voice virtual agents that are available 24/7 without any waiting queue. These virtual agents can converse naturally with customers, identify their issues, and effectively address them. When a customer is transferred to a live agent, all the context from the self-service experience is carried over, providing a seamless transition. Agent Assist provides real-time guidance to agents during calls, improving response accuracy and reducing handling time. It also automates post-call actions such as call summarization, saving time and improving insights. Insights stores and analyzes customer conversations, providing near real-time insights on support topics, agent performance, sentiment analysis, and more.

These solutions have already been successfully implemented by large enterprises across industries and geographies. They have delivered concrete customer value, such as improved customer experiences, reduced costs, and increased efficiency. However, we understand that integrating these solutions with existing contact center infrastructure can be a challenge. To address this, we are excited to announce the general availability of the Google Contact Center AI platform, a contact center as a service (CCaaS) solution built in partnership with UJET. This platform offers an end-to-end contact center solution that is easy to deploy and provides outstanding customer experiences. It includes features such as turnkey core contact center capabilities, seamless channel blending, and the flexibility to bring your own telephone carrier. The platform is deployed on your own tenant in Google Cloud, ensuring data privacy and control.

While we believe in the power of our CCAI platform, we also understand that many customers may want to continue using their existing contact center solutions. We are committed to supporting our contact center partners and providing integration options for our latest offerings. Whether you choose to inject AI into your current platform or use Google's CCAI platform, we offer a cohesive path to enhance the customer experience and address pain points.

In conclusion, Google Contact Center AI is designed to address the pain points faced by customers, agents, and contact center owners. By leveraging the power of conversational AI, we can improve self-service options, provide real-time guidance to agents, automate post-call actions, and gain valuable insights from customer interactions. Our solutions have already delivered tangible value to customers, and we are excited to offer the Google Contact Center AI platform as a comprehensive CCaaS solution. Whether you're looking to transform your contact center or enhance your existing infrastructure, Google is here to partner with you and deliver exceptional customer experiences.