Google has unveiled several progress from its customer commitment suite.
The suite houses its CCAA offer – formerly the AI platform of the Google contact center – alongside several solutions of the conversational AI.
Many of its basic capacities are obvious in the graph below.
Consider the upper layer of this graph. It has conversational agents, agent assistance and conversational information.
These solutions support customers, services representatives and agents of the contact center respectively.
As part of its latest version of the customer commitment suite, Google has advanced each solution to improve the experience of each stakeholder. Here’s how.
Google creates a console to build AI agents for self-service
Google added a console console following customer engagement. The console allows users to “quickly” turn AI agents for self-service.
As such, companies can automate specific contacts by describing in natural language how the AI agent must resolve the request and pointing the agent to relevant knowledge and sources of data.
While other CCAA suppliers have carried out similar innovations, Google aims to differentiate itself via reporting, test and waiting connectors.
In doing so, the technology giant provides “new” evaluation capacities to compare the performance of the AI agent, follow the trends in how the client’s intention changes and build feedback loops.
In addition, Google provides instrumentation in the case of testing, allowing companies to validate the quality of large -scale AI agents.
Meanwhile, it also introduces 30+ data recovery connectors and 70+ to strengthen each agent’s knowledge and allow them to trigger processes in other systems to fully automate more requests.
However, Google does not only give organizations the tools to build their own agents; It is also pre-highly to help contact centers to set up more quickly.
Indeed, he is now launching AI agents for the reservation of appointments, flight reservations, film ticket office and shopping assistants – with more on the way.
Although customizable, these agents operate some of the above-mentioned connectors and various Google products, such as the calendar for meeting and BigQuery booking for data search.
Finally, all conversational agents will now exploit the latest Google vocal models, with 30 new voices and various tones to choose. Everyone is delivered with adjustable vocal instructions and emotions, breaks and configurable pronunciations.
Gemini will work on the assistance of agents and conversational ideas
One of Google’s contact differentuators is his first LLM party: Gemini.
With Gemini, he can drink AI appeasement, leading a faster and more profitable innovation.
Part of this innovation is also very original, as evidenced by its latest AI coach and AI coach tools, who are now available in the public overview.
The AI trainer provides simulations fueled by AI of customer conversations. While live agents engage in these simulations, the system offers personalized advice in real time to support the development of staff.
In addition, the solution provides a safe and controlled environment for agents to learn, which can help accelerate skill time.
While the agents go from the training environment safely to the floor of the contact center, the AI coach supports them to provide coaching and contextual advice in real time.
In doing so, it offers recommendations during complex interactions, identifies the possibilities for initial sales and recovers information from integrated systems.
Although these announcements concern the agent’s assistance, the AI coach and the coach make performance observations that feed on supervisors via Google Conversational Insights.
No more Google CCAA progress
It is not only the conversational AI element of the customer engagement suite that had a youthful cure; Its CCAA features are also.
To start, Google has introduced a new autonomous agent office customer who provides a ready -to -use multimodal omnical interface.
The assistance capacities of Google agents are available via the interface, including generative knowledge assistance, post-contact summaries and the new IA coach.
However, perhaps more particularly, it allows organizations to integrate third-party recording systems “easily”, such as a CRM, while offering a fully customizable provision.
Elsewhere, Google also provides a new co-eclat tool, so that agents can see what customers see on their screens to take care of faster resolutions.
Finally, the cloud mastodon has added customizable dashboard capacities, taking advantage of the looks of looks to support supervisors and managers to better monitor the performance of the contact center.
This solution – alongside predefined AI agents – highlights the potential Google has to adapt the capacities of its large portfolio for the contact center, which stimulates the development of original features.
Indeed, with this portfolio, Gemini and the Kubernetes base, Google has several advantages because it aims to develop in the space of the contact center.
Already, he has obtained several megadels and displayed success stories in the implementation of the continuation of client engagement, with Loveholidays, TTEC and Youtube.
However, Google lacks visibility on the CCAA market, which is surprising, given its size. This lack of marketing thrust caused a debate as to its intention in space.
Nevertheless, with its innovation sequence and its characteristics of sophisticated platform, it is a welcome addition to the market of contact centers.
