Google has unveiled a cloud contact center AI platform, an expansion to Contact center AI. The new cloud contact center AI platform brings together the advantages of AI, cloud scalability, multi-experience capabilities, and tight integration with customer relationship management (CRM) platforms to unify sales, marketing, and support teams around data across the customer journey.
Google Cloud’s Contact Center AI leverages AI to scale contact center interactions while maintaining a high level of customer satisfaction. The Contact Center AI Platform is purpose-built for customer relationship management, enriching personalised customer experiences across your brand, whether delivered through a virtual agent, a human agent, or a combination of both
Contact Center AI allows to orchestrate the customer journey by creating modern experiences that can be embedded in their chosen channels with mobile/web software developer kits (SDKs), compatible with iOS and Android. It lets you manage multiple channels without pivoting across voice, SMS, and chat support.
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