Posts in tag

Contact Center AI


“Cloud Wisdom Weekly: for tech companies and startups” is a new blog series we’re running this fall to answer common questions our tech and startup customers ask us about how to build apps faster, smarter, and cheaper. In this installment, we explore how to leverage artificial intelligence (AI) and machine learning (ML) for faster innovation …

Alphabet CEO Sundar Pichai has compared the potential impact of artificial intelligence (AI) to the impact of electricity—so it may be no surprise that at Google Cloud, we expect to see increased AI and machine learning (ML) momentum across the spectrum of users and use cases. Some of the momentum is more foundational, such as the hundreds …

Digital channels and on-demand banking have led customers to expect instant and helpful access to managing their finances, with minimal friction. Google Cloud built Contact Center AI (CCAI) and DialogFlow CX to help banks and other enterprises deliver these services, replacing phone trees or sometimes confusing digital menus with intelligent chatbots that let customers interact conversationally, just as they …

Many users within an organization play important roles in the machine learning (ML) lifecycle. There are product managers, who can simply type natural language queries to pull necessary insights from BigQuery, data scientists, who work on different aspects of building and validating models, and ML engineers, who are responsible for keeping the models working well …

If you’ve ever used only your voice to authenticate a payment, place an order, or check an account over the phone, there is a good chance that Pindrop’s technology made it possible. Founded in Atlanta in 2011, Pindrop provides software and technology that uses machine learning, voice recognition, and behavioral analytics to help detect and prevent fraud …

Providing best-in-class customer service is crucial for the success of your business. Contact centers are a critical touch point, as they have to balance between representing your brand and prioritizing customer care. When your customers seek help and support, they expect efficient service that is accessible through modern voice and digital channels. In short, customer …

Business leaders see much in Artificial Intelligence, including new ways to save money, serve customers, and figure out what to build. What’s often tougher is deciding how to engage. That’s understandable, since getting into AI often raises questions about costs, data integrity, project length, and similar issues of planning and execution. For CIOs concerned with …

We launched Contact Center AI (CCAI) to kick off our work with the world’s largest call centers to reimagine customer experiences through the power of our Conversational AI. Our approach has shown its value over the last few years: a 2020 study based on CCAI customer interviews projected 20-35% call deflection away from agents, $1.3 million …