Google has announced three new GenAI-driven features for its Contact Center AI Platform: Knowledge Assist w/ LLMs, Summarizations for Calls & Chats, and Generative FAQs.
These features – as showcased during this week’s Google Cloud Next event - bolster the agent-assist and conversational intelligence features already within the CCaaS solution.
1. Knowledge Assist w/ LLMs
First, consider Knowledge Assist w/ LLMs – which is now in preview. The feature automates information retrieval for agents from the knowledge base, guides, and run books.
The solution then uses generative AI to spotlight snippets of information agents can use in their responses – across many channels.
As Shantanu Misra, Group Product Manager at Google Cloud, summarized:
Think of it as the info bot for your agents… It provides them with answers as the conversation is going on, so they don’t need to search for it.
Misra suggests that possible benefits of the solution include lower handling times, better agent responses, and increased customer satisfaction with agent effectiveness.
2. Summarizations for Calls & Chats
Now generally available, this solution automates post-contact summaries for agents, which they then upload to their CRM system.
As a result, agents don’t have to manually type contact summaries, which ensures a uniform format, circumvents the risk of human error, and – perhaps most crucially – saves time.
Doubling down on that last benefit, Misra stated:
We’ve had customers whose agents spent 90 seconds at the end of a call summarizing the conversation and updating the system of record. We have been able to bring that time down to near zero.
Many of its CCaaS rivals have also released similar tools. Although, Google offers the solution across 11 languages and can create summaries "at any point" in the conversation.
Interestingly, that includes during a bot-handoff and escalation. As such, the second agent picking up the contact has the necessary context to best serve the customer – who, in turn, doesn’t have to repeat themselves.
With these two tools, Google presents an advanced agent-assist portfolio within its CCaaS platform – as the image below showcases.
3. Generative FAQ for CCAI Insights
CCAI Insights is the conversational intelligence solution within Google’s CCaaS platform, which aims to turn contact center data into insights and then actions.
It works by giving users a space to upload audio files and redacted transcripts. From there, the solution extracts annotations and generates metrics.
Annotations include topics, highlights, and contact summaries. Meanwhile, metrics include call metadata, customer satisfaction, and automated quality scores.
All this insight helps Contact Center AI (CCAI) users to advance agent coaching, improve contact center workflows, and build better bots.
Now, Generative FAQ – which is in preview - takes this further. It utilizes GenAI to extract the most critical questions from live and virtual agent conversations. That aids contact centers in spotting gaps in their agent support content.
Moreover, it helps to inform knowledge base reviews, process fixes, bot containment programs, and contact center performance management strategies.
"It allows the contact center to become much more dynamic instead of following a once-a-year process of figuring out those FAQs," added Misra.
Alongside the new summarizations, this will soon be available within the CCAI Platform – alongside Google’s new, alternative contact center solution.
Introducing Google CCAIP: Intelligent Virtual Agent-Only
Google has launched a new CCaaS platform as an alternative to its current Contact Center AI Platform offering.
The solution acts as a "lightweight bridge", connecting a business's existing contact center infrastructure – whether that is Avaya, Cisco, or Genesys – to many of the tools within its CCAI Platform.
Those tools include CCAI Insights, Summarization, and Dialogflow – which offer contact centers a first step into the world of cloud contact centers.