2022 was full of challenges for the contact center industry. For one, many contact centers feel pressured to scale up their operations while still being cost-effective. At the same time, business leaders are still confused about implementing artificial intelligence (AI) in their operations.
But the biggest challenge of all is how end-users became increasingly demanding and less forgiving when it comes to customer experience (CX). This is understandable. After all, the wisdom behind CX is quickly getting help without going through elaborate processes or unhelpful phone trees.
With all these challenges, cloud computing service provider Google Cloud revealed its plans to improve its Contact Center AI platform this year.
First, Google Cloud promises an elevated, user-first experience by creating a “superior integrated omnichannel network.”
As the go-to search engine, Google has over 20 years of expertise in building consumer experiences. Bringing these capabilities and experiences from their consumer products and research teams to their cloud offerings is a big part of their key investments in 2023.
Moreover, Google Cloud seeks to engage its users at the beginning of their CX journey on Google Search or YouTube. Connecting with the users at that point, explained the firm, is a win-win as it saves money for the brand and delivers immediate value to the user.
AI-first and cloud-first
Contact centers require modern Cloud and AI solutions to evolve. Cloud privacy, security, and scale capabilities can enable personalized CX across channels, enabling key omnichannel experiences.
Leaders in applicative AI and Cloud technology are stepping up as the new partners for brands who understand they need to take the leap to the next generation of CX solutions.
And the firm wants to offer more of this to its customers!
Accelerating time to value
Reducing upfront implementation investment and accelerating time to value can be a challenge for contact center solutions. However, scaling Cloud and AI can provide a faster path to advanced conversational AI.
Here are three examples:
- Out of the Box(OOTB) integrated transcription, chat and voice summarization, and topic modeling
- AI-based chat and voice call steering paired with info-seeking virtual agents
- Reduced time to full automation
With these new capabilities, Google Cloud stated that their customers can now see results as soon as they implement AI to their contact center operations!