Contact Center AI: What’s Behind Google’s Latest Technology

Dóra Rapcsák
September 06, 2018
September 06, 2018
5 min read

Call centers keep looking for smarter and smarter ideas that enable them to further improve their customer experience. This year, it seems that call centers may greatly benefit from the latest technology advancements released by Google.

The tech giant introduced not only Google Duplex earlier this year, an artificial intelligence that is capable of making phone calls and communicating as if it were a real person but is also building a complete solution which it calls Contact Center AI.

It’s clear that the aim of the Contact Center AI solution is to take customer service to a whole new level. But what’s behind the latest technology launched by Google?

In this article, we’ll show you how the latest tech solution works and how it will affect the customer service industry. Make sure to read on and keep up with the latest news straight from the tech world!

What is Contact Center AI?

There’s no doubt that AI is the future of most businesses, especially where a lot of customer interactions take place.

Luckily, by using comprehensive AI technology, customer service teams can now provide exceptional customer experience to their clients.

At this years’ Cloud Next conference in San Francisco, Google announced that it is developing a contact center AI technology that is able to interact with customers over the phone in the form of a human-sounding voice.

Considering its features, Contact Center AI may remind you of Google Duplex, but Google’s spokesperson confirmed that the two are distinct products that share some components.

As we already talked about in our previous article, as Google Duplex can conduct conversations without anyone ever knowing they were speaking to an AI, the new technology raises privacy and security concerns.

With Contact Center AI, however, it is customers who initiate the calls and then are connected to a smart bot that is able to understand them instead of making them wait on the line while listening to poorly-designed IVRs.

Consequently, chances are this technology has more potential to transform the call center industry in the future.

How does it work?

Call Center AI basically connects a caller with a virtual agent, which tries to resolve the customer issues just like any bot would, but with much more sophisticated natural language understanding. If the issue is too complex and requires human interaction, the AI passes the customer to a live agent and acts as an assistant to help them resolve the issues by providing information and solutions relevant to the conversation in real time.

Indeed, by using the contact center AI released by Google, businesses can build their own virtual agents that are able to speak with customers based on company knowledge. Customer conversations are automated with the use of Dialogflow, a feature created by Google to help companies build interfaces that offer engaging customer interactions.  

Furthermore, as we all know, however up-to-date your technology solutions may be, your customers will always need the human element in the customer journey. Luckily, Google has a solution: in case the virtual agent cannot handle the customer interaction, the Contact Center AI passes customers to live agents and provides valuable agent assistance based on previous interactions, helping customer service reps provide personalized customer service and relevant up/cross-sells.

In a previous article, we already talked about the power of data. And if you’re still not convinced why your business should make good use of the data it accumulates, let’s take a look at the new technology’s Contact Center Analytics feature, which uses company data and customer interactions to train virtual agents to better serve customers.

Take away

Businesses these days need to embrace emerging technologies to ensure that they deliver exceptional customer experience.

Fei-Fei Li, chief scientist for Google AI stated in a post that “the Contact Center AI is a flexible solution that adapts to the needs of each and every call and provides a seamless experience between live and virtual agents, playing as big or as small a role as the situation demands”.  

There’s no doubt that the new technology has the potential to reshape customer interactions, but it remains to be seen whether or not it’ll be a game changer in the call center industry.

What do you think of Google’s Contact Center AI technology? Share your thoughts with us in the comments section!

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.
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