Agent Assist from Google Cloud’s Customer Engagement Suite
AI Summary
Video Summary: Enhancing Customer Care with Google AI
- Overview:
- Focus on improving customer satisfaction in contact centers using Google AI technology, specifically Agent Assist.
- Key Features:
- AI Coach:
- Provides real-time feedback to agents during interactions.
- Offers instant suggestions and next best actions.
- Supports upselling with personalized AI-crafted responses.
- AI Trainer:
- Enhances agent performance and lowers training costs.
- Allows managers to create custom training scenarios.
- Simulates real customer interactions via chat or voice to improve agents’ skills.
- Live Translation:
- Breaks down language barriers with real-time translation of typed and spoken words.
- Generative Knowledge Assist:
- Analyzes conversations in real-time.
- Proactively searches the knowledge base to provide answers quickly.
- Summarization:
- Automatically creates customer conversation reports optimizing agent workflow.
- Reports streamline escalations and transfers.
- Conclusion:
- Agent Assist empowers businesses to enhance customer experiences, improve agent performance, and drive new business.