Google has plans for telecom providers, to help them enhance CX via artificial intelligence, and Verizon recently said it would pilot Google Contact Center Artificial Intelligence to “deliver more intuitive customer experiences.” To give you an idea of how intuitive these experiences could be, here’s a preview. Via natural language understanding, faster processing, and real-time customer service agent assistance, when a customer contacts Verizon through a voice channel, call, or direct chat, they can state or type their request. No longer are the complexities of advanced menu options necessary. Irwin Lazar, Vice President, Service Director, Nemertes told me the deal just makes sense:
“Our last study on digital CX showed that roughly 61 percent of organizations expected to use AI to improve customer engagement, and Verizon’s contact center platform should accelerate adding chat and routing!
Lazar continued: “It’s also worth noting – a lot of contact center platform providers already use Google Gloud’s Contact Center technology”
According to a statement put out by Google Cloud, “The technology will help empower shorter call times, quicker resolutions, and improved outcomes for customer satisfaction, and will allow Verizon to achieve those goals more quickly.” If a call gets escalated to a human agent, Google Contact Center AI can extend real-time agents assist, locate relevant info for agents, as well as make response suggestions. The cloud giant also launched a new multi-cloud analytics offering called Big Query Omni at this year’s Google Cloud Next ’20. The solution harnesses Google Cloud’s hybrid and multi-cloud Anthos platform, letting users run the same database across multiple cloud environments.
Much of these experiences get driven by one of Google Cloud’s core technologies, Dialogflow, a tool designed for building conversational experiences across various channels. The introduction of Dialogflow created many new opportunities to boost CX. Before the invention of the technology, bots viewed human conversations as linear occurrence, rather than dynamic. Today’s technology’s far more intuitive and advanced for that matter and can handle multiple requests at a time in a way that a human agent might.
I reached out to Seth Miller, Chatbot Expert, and CEO at VerbalWare, a verbal analytics platform that can take calls, convert leads, make appointments, and turn data into action items. Miller told UC Today News, “The Verizon-Google partnership is a win all around,” continuing…”
“COVID has, and will continue to be, a wake-up call for the economy. Customer service teams have shrunk, but customers expect a superlative experience”
Miller believes conversational AI will never fully-replace agents but said it can handle a large volume of simple questions, which will save agents time and allow them to focus on problems that are worth their attention. “I hope we see more companies striking similar deals to prepare for the future. These companies will need to retrain agents to design conversations and work alongside natural language understanding platforms.”
In the contact center industry, it not only about features but how they get bundled and packaged to benefit and bring value to customers. Several other companies also signed up to implement Google Cloud technology in some way, shape, or form, including Deutsche Bank, Goldman Sachs, and Telefónica, one of the world’s largest telecom service providers.
Thomas Kurian, CEO at Google Cloud, wrote in a statement, the company’s mission is to accelerate its customers’ ability to digitally transform and reimagine businesses through data-powered innovation, adding: “We’re honored to see organizations across every industry place their trust in Google Cloud, as we partner to solve real-world business problems.”