Google Cloud is improving its Customer Engagement Suite with new AI-based capabilities. These new capabilities are designed to improve customer service and streamline contact center operations.
These new advancements are expected to drive efficiency, reduce costs, and enhance customer satisfaction.
With customer expectations at an all-time high, businesses are using AI to enhance engagement. According to Bain Company, companies with strong customer loyalty see 3.5 times higher shareholder returns over a decade. Google Cloud’s Customer Engagement Suite, launched last year, has played a crucial role in this transformation.
Since its inception, the suite has opened doors for many organizations to deploy AI-based self-service options, assist human agents in real-time, and gain deeper insights into customer interactions. Google Cloud is now introducing additional tools to improve these capabilities further.
Businesses Benefiting from AI
According to the report, many major companies have reported improvements with Google’s AI-based solutions:
- TTEC, a leading business process outsourcing firm, automated 40% of customer interactions, cut escalations by 40%, and reduced after-call work time by 30 seconds.
- Loveholidays, a UK-based online travel agency, uses AI chatbots to resolve 55% of inquiries in under a minute, saving £3 million ($3.8 million) annually.
- YouTube used AI to enhance user support, leading to a 23% drop in average response times and a 75% reduction in abandoned support requests.
What’s New in the Google’s Customer Engagement Suite?
In the new customer engagement suite, users will get improved AI voices that sound more natural. It makes interactions smoother and more engaging. The new agent-building console makes it easier to set up AI-based assistants, while expanded data connectors help integrate AI with other business tools.
It will also provide better agent support. The AI-based coaching and training features help customer service representatives work more efficiently and provide better support.
New tools like real-time co-browsing allow agents to see what customers see for faster problem resolution. Improved reporting dashboards give managers better insights and a new standalone desktop application provides a more seamless workspace for agents.
Source: https://cloud.google.com/blog/products/ai-machine-learning/customer-engagement-suite-stronger-results-and-new-ai-features/
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