After dominating the 2023 headlines, generative AI (GenAI) hype is not dying down.
Almost every day, new capabilities come to light, stretching far beyond helping school kids cheat on their homework and across into the customer experience space.
Indeed, the ubiquitous technology has proven instrumental in helping brands renew their faith in virtual agents and automate more customer contacts.
Whether that’s by mapping customer intents, generating testing data, or enabling more contextual responses to customer queries.
Some vendors have gone even further. For instance, Google Dialogflow auto-builds bots based on natural language inputs alone. Incredible.
But, the tech giant has gone even further to enhance contact center outcomes with GenAI, as the following three use cases – available within its CCaaS platform - demonstrate.
Google’s Latest GenAI Innovations
In a recent talk, Shantanu Misra – Group Product Manager at Google Cloud – introduced the following three GenAI innovations for the Google Contact Center AI (CCAI) Platform.
1. Knowledge Assist with LLMs
The Knowledge Assist tracks the conversation between customers and agents, determines what the customer’s intent and what the agent needs to resolve the query.
From there, the solution retrieves information for agents from the knowledge base, guides, and coaching documents – alongside databases like the CRM. As Misra remarks:
“Think of this as the generative AI agent for your live agent.”
By proactively providing suggestions to agents during the conversation, the agent doesn’t even need to search – saving the agent time and improving the customer’s experience.
2. Summarizations for Calls and Chats
Funneling call and chat summaries at the end of a call into a CRM system is common practice for most agents, yet it adds precious time to every interaction.
In his talk, Misra revealed that some agents spend 90 seconds at the end of every customer conversation completing the summary process. By using Google’s LLM Summarization tool instead, companies are able to bring the time down to near zero.
