Excellent customer experience is everything in today's competitive landscape.
Indeed, 53 percent of B2C companies believe CX is the most critical factor in setting them apart from the competition - above product/service quality (37 percent) and price (10 percent).
Yet, what drives an excellent customer experience that differentiates a business? There is lots of research in this area. Some suggest it's the emotions the customer experiences along their journey. Others believe it relates to the amount of effort a customer exerts.
Either way, businesses must quantify customer sentiment and effort to pinpoint improvement opportunities. This starts with harnessing conversational analytics tools.
Enter Google Contact Centre AI, which provides an insights engine to fuel such analysis. Yet, this is only the tip of the iceberg.
What Is Google Contact Centre AI?
Google's Contact Centre AI is an end-to-end suite of AI technologies built to enhance customer service operations.
According to Google, the AI portfolio helps companies reduce costs, improve agent efficiency, and drive better satisfaction metrics.
How? First, through agent-assist. This technology delves into various contact centre systems to surface information in real-time for agents as they engage with customers.
Google's CCAI suite also gives companies the power to supplement their existing human workforce with lifelike virtual assistants enhanced by advanced deep learning technologies.
From every human-to-human and human-to-bot interaction, Google's AI then collects actionable insights through conversational analytics.
The data this “insights engine” collects may relate to customer sentiment and effort - alongside intent, satisfaction, and loyalty. It all depends on how the business configures the solution.
Although Google has now launched a fully-fledged CCaaS solution – named the CCAI platform - these three elements still sit at its core: agent-assist, virtual agents, and conversational analytics.
Also, they remain available as a separate suite, allowing businesses with other CCaaS providers to leverage these technologies without having Google as their core contact centre vendor.
What Can Companies Do with Google CCAI?
The Google Contact Centre AI suite unlocks the potential of AI for every business investing in excellent customer experiences.
Each of its three core elements combines scalability, efficiency, and innovation to serve companies in every industry.
Home Depot has already deployed its virtual agent in the IVR to improve call containment by 185 percent. Meanwhile, Marks and Spencer harnessed the bot across various contact centre channels to reduce in-store call volumes by 50 per cent.
These examples highlight how the Google virtual assistant can act as a digital concierge across various channels, including voice, messaging, and chat.
In doing so, the technology either solves the issue at the first point of contact, routes the customer to the best-placed agent, or points them to the ideal channel for solving their issue.