An internal bot in the agent’s console that listens to the conversation and presents to the agent real-time answers and suggestions, helping them learn and respond faster to questions and requests.Live transcription, including PII reduction, allows the agent to focus on the call without worrying about transcribing or note taking.Powered by generative AI, Agent Assist makes your human agents faster, more accurate, and overall more productive throughout the agent journey: That’s why it’s such an attractive first step for gen AI and contact center transformation. It delivers measurable value across KPIs like agent handling time, CSAT (customer satisfaction score), and NPS (net promoter score). Agent Assist is easy to deploy, requires almost no customization work, and operates in a Duet mode with a human agent in the middle - so it’s completely safe. Google Cloud’s Agent Assist is the fastest and safest first step. Many CIOs and CX execs ask us where to start with this transformation. Real-time Agent Assist: The natural first step With the arrival of generative AI, though, we can see a new and powerful path to contact center modernization that is powered by AI and based in the cloud.Įarlier this year at Next ’23, we shared momentum for our conversational AI offerings and how customers like Gen Digital, Wells Fargo, ING, and Six Flags are adopting Google Cloud’sVertex AI Conversation and Contact Center AI offerings. The leaders responsible for these operations are constantly on the hunt for ways to improve customer satisfaction, reduce cost, improve query handling times, and identify opportunities for upselling and cross-selling - often amidst tremendous challenges due to legacy infrastructure, staff turnover, and shrinking budgets. While there are a ton of use cases where gen AI can unlock value, customer service - specifically the contact center - is an excellent place to start, with low risk, and clear, measurable ROI via increased NPS/CSAT, increased agent productivity, and significant operational savings.Īlmost all companies have contact centers or similar customer service channels. As new generative AI capabilities continue to become more readily accessible, you might now be wondering where you can apply them within your own organization. If you’ve had the chance to chat with Bard or another conversation AI tool in the last year, you probably, like me, walked away with a distinct impression that services like these are the future of enterprise technology.
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