Customer Engagement Suite with Google AI

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

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. New features include generative knowledge assist, coaching model, summarization, smart reply, and live translation.

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.

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.