Google has announced a new "Contact Center AI" powered by its own Cloud Platform, which it says will revolutionize how companies deal with customer service and requests.
In the Contact Center AI, "Virtual Agents" use new Dialogflow features from TensorFlow, which allow them to help with customer requests by asking open-ended questions that can quickly assess a customer's history and current needs without the need for a human agent to ask these simple, basic questions.
This cuts customer wait times, so they spend less time on hold, and means human agents can spend more time servicing requests which require human authorization or support.
In the event of a human agent needing to take over, they can see all the questions the virtual agent has asked along with the customer's answers, meaning the agent wastes less time rehashing information and more time solving a problem.
It should also be noted that Twilio Flex supports the new Contact Center AI, making it even easier for companies to build a contact center with built-in AI. (See Twilio Flexes Customer Service Muscles.)
Customers increasingly want to interact with a company through chatbots and not humans, meaning companies need to invest in AI-powered solutions. (Image: Nordwood Themes, Unsplash)
Over on the cloud side of things, Google also announced various new priducts and improvements to existing offerings, including:
Cloud Functions (1); Cloud Firestore (2); Cloud Build (3): three services for building advanced networks. 1) serverless platform to run code in the cloud. 2) store and sync app data at a global level. 3) continuous integration/continuous delivery service for building serveless applications.
Finally, the company has also added AI-powered feaures to popular products such as Gmail and Hangouts, its enterprise-facing Slack competitor. Smart Reply, which has been seen in other Google products including Messages, Gmail and Inbox, is coming to Hangouts, meaning users can now select a pre-written quick response instead of typing. In Gmail, smart compose will intelligently write an email for you, filling in information like times and dates (powered by your -- hopefully up-to-date -- calendar, addresses, and standard sentences. Finally, AI will now correct grammar in Google Docs, offering suggestions in either "simple" or "complex" forms. (See Google G Suite AI Talks With Your Colleagues So You Don't Have To on Light Reading.)