From more generative AI innovation to new contact center agent support teams, here are some extracts from our most popular news stories over the last seven days.
Google Adds a Generative AI App Builder to Its CCaaS Platform
Google has announced plans to embed its new Generative AI App Builder into the Google Contact Center AI Platform.
The App Builder combines large language models (LLMs), conversational AI, and search technologies to create multimodal chatbots capable of delivering personalized experiences.
First, the contact center must feed the builder with information from across the company website, product manuals, FAQ documents, and agent support content.
From there, Yariv Adan, Director of Cloud Conversational AI at Google, suggests that businesses can "build a bot within minutes."
Sharing more in a blog post, Adan stated:
Just point the product at relevant sources— like the URL of a website, a manual, or a repository of websites—and with only a few clicks, a customized chatbot will [be] ready for deployment across a variety of channels.
While Adan did not mention voice, he suggested that the application will work on the company website, in customer apps, and across popular messaging channels.
By adding this to the existing conversational AI capabilities Google offers, the tech giant hopes to support brands in automating more contacts.
While many of these will involve gathering helpful information, Adan notes that the App Builder will also help customers process returns, make payments, and "execute other transactions."
AWS Launches Step-by-Step Guides for Amazon Connect
AWS has made step-by-step guides for the Amazon Connect agent workspace generally available.
These guides lead agents through the ideal path to resolve particular customer queries.
To get to grips with how they do so, consider the four steps that most customer conversations follow: customer identification, intent recognition, issue resolution, and post-call processing.
AWS has optimized step-by-step guides around these, with plug-ins to support each step, including voice ID, alongside first- and third-party system integrations.
These integrations help serve up information for agents as they navigate the guide – with the help of toggle buttons – and pre-populate the forms.
Sharing more in a blog post, Veliswa Boya, Senior Developer Advocate at AWS, stated:
Imagine the agent accepting a call, a chat, or a task and being given the necessary information about the customer and the case, plus real-time recommendations, all in one place without the need to switch between applications.
To start, the tool surfaces a list of likely intents using intelligence gathered from the upfront IVR or bot. This allows the agent to focus on listening to what the customer says and choose the appropriate option.
Then, the agent follows a sequence of UI pages, allowing them to exert control over the call and make their way through the workflow, one step at a time.
The contact center can also work in scripted messages, which the agent can choose to use – instead of sourcing a knowledge article or scooping up buried data.
Cisco Introduces Its "Self-Learning Contact Center" Vision
Implementing AI is still a tricky task. After all, it takes time to customize an AI model for specific use cases, funnel the data to it, and use that to train the solution.
As such, many vendors are dedicating more resources to increasing the usability of AI. Cisco is no exception and is now making it a prerogative.
