During last week’s Enterprise Connect event, Google announced two new additions to its CCaaS solution: the Google Contact Center AI Platform (CCAI-P).
The first is a new multi-region capability that allows enterprises to run the CCAI-P offering automatically and reliably across various global regions and clouds.
In doing so, it offers cross-region failover. That increases resiliency, ensures business continuity, and offers customers "mission-critical uptime".
Sharing how, in a blog post, Kevin Shatzkamer, MD of ConversationApplied AI Engineering at Google Cloud, and Matthew Clare, Outbound Product Management Lead for CCAI & CX, wrote:
"The cloud contact center market is plagued by outages and downtime, which is the number one reason many organizations continue to rely on legacy, on-premise infrastructure.
With multi-region support, customers benefit from seamless failover across geo-dispersed Google Cloud regions in the event of a catastrophic regional outage, ensuring that cloud outages never impact critical customer experiences.
Such capabilities are critical as Google aims to accentuate the first of its three CCaaS differentiators. According to Amit Kumar, CCaaS Product Manager at Google, these are:
- Its reliable, scalable, secure foundation
- Cloud-native, AI, and user-first design
- A focus on driving customer success
Meanwhile, the other new feature - an automated quality assurance (Auto-QA) solution - perhaps showcases how Google is executing on the second differentiator, too.
Indeed, the "CCAI Quality AI" solution – which is now available in a public preview – leverages Google AI and large language models (LLMs) to auto-analyze 100 percent of a company’s conversations against “key” customer service metrics.
Moreover, it generates "actionable insights" such as coaching suggestions, recognition opportunities, and emerging topics.
These insights trickle into performance dashboards that visualize those performance KPIs and drivers "with unparalleled accuracy".
By developing such a solution, Google follows up on the 2023 launch of a workforce management (WFM) suite.
As such, when the CCAI Quality AI solution becomes generally available, Google will have a fully-fledged, native workforce optimization (WFO) offering.
In building this out, the tech giant again demonstrates its commitment to the CCaaS space – after releasing 100 AI-enabled features over the past year.