In response to COVID-19, Google Cloud announced last week that it had launched a new rapid-deploy chatbot for organizations dealing with an influx of around the clock queries. As COVID-19 continues to spread across the planet, citizens have turned to governments, healthcare providers, and other businesses with questions about their health and wellness. These individuals also crave accurate information about their finances, leading to an unprecedented demand that's put a strain on customer support resources.
"Many organizations have told us that they’re struggling to respond to customers effectively during this critical time," Google Cloud wrote in a recent blog post. Google's new rapid-response chatbot is a bot with a mission of helping companies of all sizes "Quickly scale customer service response with the help of artificial intelligence," a spokesperson shared with UC Today.
Google Cloud's spokesperson said its rapid-response virtual agent will give businesses and public health organizations the ability to provide 24/7 conversational support. The chatbot solution is currently available across voice, chat, as well as social channels in the 23 languages DialogFlow supports including English, Chinese, Dutch, French, German, Russian, Spanish, and Japanese.
To ensure swift deployment, Google Cloud said it's working with contact center providers 8x8, Avaya, Cisco, Five9, Genesys, Mitel, Twilio, and Vonage. The mega-brand is even working with system integrators Accenture, Deloitte Consulting LLP, Infosys, and others to support a variety of end-users.
Google Cloud's new bot was built with the help of Contact Center AI and lets businesses deploy automatic responses to common questions. "Enterprises can even provide the latest guidance from public health bodies like the World Health Organization," Google's spokesperson told me.