Google Cloud Contact Center AI
Modernize your contact center with AI.
Overview
Google Cloud Contact Center AI (CCAI) is not a standalone contact center platform, but rather a suite of AI-powered services that can be integrated with existing contact center solutions. It provides tools for building conversational IVRs and chatbots (Dialogflow), providing real-time agent assistance (Agent Assist), and gaining insights from customer interactions (CCAI Insights). By leveraging Google's advanced AI and machine learning capabilities, businesses can automate customer interactions, empower agents, and improve the overall customer experience.
✨ Key Features
- Conversational AI (Dialogflow)
- Real-time Agent Assist
- Contact Center AI Insights
- Integration with leading CCaaS platforms
- Natural Language Understanding (NLU)
- Text-to-Speech and Speech-to-Text
🎯 Key Differentiators
- Leverages Google's state-of-the-art AI and machine learning research
- Pre-built integrations with leading contact center platforms
- Scalable and reliable infrastructure of Google Cloud
Unique Value: Google Cloud Contact Center AI helps businesses to transform their customer experience with the power of Google's AI.
🎯 Use Cases (4)
✅ Best For
- Deflecting calls and reducing agent workload with conversational IVRs
- Improving first contact resolution with real-time agent assistance
- Identifying root causes of customer dissatisfaction with conversation analytics
💡 Check With Vendor
Verify these considerations match your specific requirements:
- Businesses looking for a complete, out-of-the-box contact center solution
- Companies without the technical resources to integrate AI services
🏆 Alternatives
Unlike the built-in AI features of some CCaaS platforms, Google Cloud CCAI offers a more open and flexible approach, allowing businesses to integrate best-in-class AI capabilities into their contact center of choice.
💻 Platforms
🔌 Integrations
🛟 Support Options
- ✓ Email Support
- ✓ Live Chat
- ✓ Phone Support
- ✓ Dedicated Support (Google Cloud Support Plans tier)
🔒 Compliance & Security
💰 Pricing
✓ 14-day free trial
Free tier: A free tier is available for Dialogflow and other Google Cloud services.
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