Google has unveiled several advancements to its Customer Engagement Suite. This suite includes its CCaaS offering (formerly the Google Contact Center AI Platform) and various conversational AI solutions. The latest updates aim to enhance the experience for customers, service reps, and contact center agents.
The Google Customer Engagement Suite with Google AI
Google Creates a Console to Build AI Agents for Self-Service
Google has introduced a Conversational Agents Console that allows businesses to rapidly develop AI agents for self-service. Users can describe in natural language how the AI agent should address queries and connect it to relevant knowledge sources.
This console also offers enhanced reporting, testing, and out-of-the-box connectors, enabling businesses to benchmark AI agent performance and track changing customer intent. Additionally, Google is launching 30+ data retrieval and 70+ action connectors to facilitate comprehensive automation of customer queries.
Pre-packaged AI agents are being introduced for tasks like appointment booking, flight reservations, and shopping assistance. These agents integrate seamlessly with various Google products, such as Calendar and BigQuery, and feature 30 new voice options for a personalized experience.
Gemini Goes to Work on Agent Assist & Conversational Insights
Google's Gemini, a first-party LLM, enhances its capabilities in the contact center space. New tools like the AI Trainer and AI Coach are now available in public preview, providing AI-powered simulations of customer interactions and real-time coaching for agents.
More Google CCaaS Advancements
Google has revamped its CCaaS features with a new standalone agent desktop client that supports a multimodal omnichannel interface. It integrates third-party systems, offers customizable layouts, and includes a co-browse tool for agents to assist customers effectively.
The suite also features customizable dashboards to help supervisors monitor performance. With its innovative solutions and robust feature set, Google is poised to make a significant impact in the contact center market, despite its current lack of visibility in the CCaaS space.
Google has already secured significant contracts and success stories, indicating its potential in this evolving industry.
Comments
Join Our Community
Sign up to share your thoughts, engage with others, and become part of our growing community.
No comments yet
Be the first to share your thoughts and start the conversation!