New Way Now TTEC Digital powering next-gen contact center experiences with Google AI
AI Summary
In this video, Rob Draven, the CIO at TEK, discusses the transformative impact of AI technologies in the customer experience industry. TEK supports clients like banks and insurance companies, enhancing their infrastructure and service capabilities. The company has modernized its operations with tools like BigQuery and Looker, leveraging Google’s CCAI platform for contact center technologies. A key development is their application, ‘Let Me Know’, which employs Gemini technology to improve access to FAQs and knowledge resources, resulting in nearly 90% user engagement on calls. Additionally, TEK is exploring language translation capabilities through Vert.Ex and Gemini, demonstrating significant advancements in AI since just a few years ago. They emphasize rigorous testing and verification of AI solutions, with Gemini consistently showing superior performance in real-world applications. Overall, TEK aims to empower employees and enhance client service at scale with AI solutions powered by Google Cloud.