Cloud and artificial intelligence technologies will be key to contact center operations as organizations realize that end users are demanding user-centric technologies from conversational, mobile and web apps that consumers have become familiar, Google says in a new blog.
Penned by Yariv Adan, director of product management for Google Cloud AI and Industry solutions, the blog dives into the challenges call centers faced in 2022, and what organizations should do to enhance their call centers this year.
According to Adan, 2022 was a “high-stakes year” for call centers as organizations grappled with pressure to rapidly scale up their call center operations in response to macroeconomic changes, customer experience demands from end users, and an inability to incorporate new AI technologies.
The cloud and AI expert says end user experiences should be seamless and efficient, and through their preferred channels. While conversational AI can help business leaders who are unsure about how to make that journey, Adan says.
Meanwhile, Google increased its strategic investment in contact center AI, including the launch of its Contact Center AI Platform, a contact center-as-a-service offering designed with a user-first, AI-first and cloud-first structure.
In 2023, Adan says organizations must meet end users where they are, and on their own terms, and expectations by leveraging user-centric technologies and best practices.
“Enterprise B2C can’t exist anymore in a parallel world of different and often inferior user experience,” Adan writes. “Google has over 20 years of experience in building such consumer experiences, with multiple products successfully serving billions of users. Bringing these capabilities and experiences from our consumer products and research teams to our cloud offerings was a key component for our product offerings in 2022 and is a big part of our key investments in 2023.”
According to Google, a vast majority of customer experience user journeys start with a Google or YouTube search, so connecting with users at that point before they reach out directly to the contact center is a priority.
Contact centers also need to adopt modern cloud and AI solutions to evolve. Citing a McKinsey study, Adan says cross-channel integration and migration issues hamper progress, and traditional telephony systems are falling behind.
Organizations should also work to reduce implementation investment and accelerate time to value, which Adan admits can be a challenge for contact center solutions. However, scaling cloud and AI can provide a faster path to advanced conversational AI.
Google offerings such as out-of-the-box integrations, AI-based chat and voice calls with info-seeking virtual agents and pre-built components and APIs can help accelerate time to value and make contact center operations more efficient, Adan says.
“With these new capabilities, our customers can now see results as soon as they implement CCAI. We’re excited to get our customers to where they want to be faster!”
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