As generative AI becomes more accessible, you might be wondering how it can benefit your organization. One great starting point is customer service, especially contact centers. Generative AI can significantly boost customer satisfaction, improve agent productivity, and save on operational costs.

Why AI Contact Centers?

Almost every company has a contact center or some form of customer service channel. The people running these centers constantly seek ways to enhance customer satisfaction, cut costs, speed up query handling, and find new sales opportunities. They face challenges like outdated systems, high staff turnover, and tight budgets. Generative AI offers a powerful solution for modernizing these centers through AI and cloud technology.

Real-world Success Stories

Earlier this year at Next ’23, we highlighted how companies like Gen Digital, Wells Fargo, ING, and Six Flags are using Google Cloud's Vertex AI Conversation and Contact Center AI to enhance their customer service.

Starting with Real-time Agent Assist

A common question from CIOs and customer experience leaders is where to begin this transformation. The answer: NexWave Google powered Agent Assist. It’s the easiest and safest first step. Agent Assist is simple to deploy, needs minimal customization, and works in tandem with human agents, making it completely safe. It improves key metrics like handling time, customer satisfaction scores (CSAT), and net promoter scores (NPS).

Here's how Agent Assist, powered by generative AI, enhances agent performance:

• Live Transcription:Automatically transcribes conversations, allowing agents to focus on the customer instead of taking notes. It also reduces sensitive information.

• Real-time Answers and Suggestions:An internal bot listens to the conversation and provides agents with instant responses and suggestions, helping them answer questions more efficiently.

• Summarization:Creates structured, comprehensive summaries during and after calls, saving time and improving future customer interactions. This also helps contact center managers with compliance and business insights.

• Coaching:Provides post-call feedback to agents on their performance, including tips for upselling, cross-selling, and compliance.

Soon, we'll introduce real-time translation, enabling agents and customers to communicate in different languages seamlessly. We'll also offer personalized continuous monitoring and coaching for all agents, complete with real-time scorecards and training.

Generative AI empowers human agents with real-time assistance, making them more productive and enhancing the overall service experience.

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