Google Cloud CCAI helps improve customer service and increase customer satisfaction with AI that understands, interacts and responds appropriately.
Contact centers represent an all-encompassing opportunity for AI—one where the technology can benefit both customers and the agents serving them.
When interacting with a federal agency, constituents and staff members expect digital experiences that rival those provided by businesses. There are steps that agencies can take to facilitate their ability to deliver those experiences.
Customer engagement focuses on customer interactions, communications and relationship-building efforts.
Customer experience deals with the entire customer journey, covering all touch points from the initial interaction through post-purchase interactions. Customer experience is made from multiple engagements or interactions.
Customer engagement tools can benefit any organization that needs to interact regularly with customers. These tools integrate with existing contact center platforms to help customers and agents. Industries that utilize customer engagement tools include financial services (banking, insurance, investments), retail, travel and hospitality (airlines, hotels, car rentals), healthcare, and many others.
AI is being used today to improve customer interactions and contact center operations. AI can help improve customer service by anticipating customer issues and providing self-service solutions. Doing so can help increase first-call resolution through self-service with a virtual agent. And it frees up human agents to concentrate on more complex calls and can help reduce contact center costs.
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