New Way Now TTEC Digital powering next-gen contact center experiences with Google AI
AI Summary
Summary of Video: New Way Now: TTEC Digital powering next-gen contact center experiences with Google AI
- Presented by: Rob Dravenstott, CIO at TTEC Digital
- Overview:
- TTEC Digital, in partnership with Google Cloud, reimagines contact center experiences by leveraging AI technologies to improve customer interactions and internal systems.
- The transformation includes the use of BigQuery and Looker to modernize infrastructure and unify customer data.
- Key innovation: Customer Engagement Suite with advanced conversational AI and generative AI technologyfor 60,000 employees.
- Challenges:
- TTEC Digital aims to lead in AI adoption and enhance customer empathy in interactions.
- Solutions:
- Integration of conversational AI within the internal help desk, offering intuitive self-service options.
- Adoption of Vertex AI and Gemini models to create AI applications like “Let Me Know” to help agents quickly access FAQs.
- The tool is highly utilized, with almost 90% of agents using it on every call.
- Results:
- Enhanced customer experience innovations are being driven by Google Cloud’s AI capabilities.
- Work in progress on real-time language translation using Vertex AI and Gemini for global client communication.
- Quotes from Rob Dravenstott:
- “AI at our fingertips empowers employees and enhances client service at scale.”
- Key Takeaways:
- Strategic partnership with Google is instrumental for TTEC Digital’s modernization.
- Continuous investment in AI-driven solutions for improved efficiency and customer satisfaction.
- Additional Materials: