See the next generation of Google’s Customer Engagement Suite in action
AI Summary
Video Summary
Title: Next Generation Customer Engagement Suite
Speaker: Patrick Marlo, Product Manager at Google Cloud
Overview: In this video, Patrick demonstrates a next-generation voice interaction with a virtual agent designed to assist customers in a home and garden shopping context.
Key Points:
- Voice Interaction Initiation
- Customer (Patrick) interacts with the virtual assistant for assistance with purchasing potting soil and fertilizer.
- Identifying Customer Needs
- The assistant asks the customer to show the plants purchased to make better recommendations.
- Recommendations
- The virtual agent suggests switching from standard potting soil and general-purpose fertilizer to specific products better suited for the customer’s plants (bloom booster potting mix and flower power fertilizer).
- Landscaping Services Offered
- The assistant mentions availability of professional landscaping services and provides a quote ($200 for planting 40 plants).
- Discount Negotiation
- Customer inquires about a price match for a competitor’s discount; the virtual agent escalates the request to a supervisor.
- Final Agreement
- The consumer is granted a 20% discount instead of the requested 50%. Confirmation of landscaping schedule and payment details are discussed.
Conclusion: The demonstration highlights the capabilities of modern AI in enhancing customer service interactions, showcasing how virtual agents can effectively assist customers in real-time shopping scenarios while providing seamless escalation to human supervisors when necessary.
Tools Used:
- Virtual Agent
- CRM Dashboard for Call Center Management
Visual Cue: The interaction ends with a confirmation email follow-up to the customer.