Customer Engagement Suite with Google AI

The Conversational Agents product helps you create AI agents with both generative AI and deterministic functionality that provide proactive, personalized self-service and take on a greater volume of inquiries, enabling customer service representatives to focus on more specialized calls.

Prebuilt agents and out-of the box connectors enable businesses to quickly launch and deploy AI agents.

The next generation product provides human-like, high definition voices, comprehension, and supports streaming video; enabling AI agents to interpret and respond to what they see and hear in real time.

It will also simplify how AI agents are built, leveraging our latest Gemini models and Agent Development Kit, with a no-code console.

Read this blog to learn more.

The Agent Assist product provides customer care representatives with in-the-moment assistance, generated responses, and real-time coaching to help them resolve customer issues faster and with greater accuracy. Features include generative knowledge assist, summarization, smart reply, and live translation.

New features such as AI Coach and AI Trainer help reduce employee burnout and turnover by providing customer service representatives with step-by-step guidance through complex interactions and processes, and tailored training recommendations for improving their proficiency and performance scores.

The Conversational Insights product analyzes real-time data from across your customer operations to provide operations managers and quality assurance teams with KPIs, inquiry topic categories to prioritize, and areas of improvement. Identify call drivers and sentiment from conversations that help customer operations managers learn about customer engagements and improve call outcomes.

Quality AI automatically evaluates every customer interaction against business, customer, and compliance-critical criteria using Google’s latest Gemini models.

The Contact Center as a Service offering delivers seamless and consistent customer interactions across all your channels with a turnkey, enterprise-grade, omnichannel contact center solution that is native to the cloud, and built on Google Cloud’s foundational security, privacy, and AI innovation.

Let our experts help you get the most out of your customer care operations. Our Customer Engagement Services will provide an evaluation of your current solution and a report on areas of improvement and suggested next steps. Learn how conversational AI can help you improve self-service, agent productivity, and gain richer operational insights.