Google Launches Customer Engagement Suite with Google AI: A Game-Changer in Contact Center Technology
Google has once again made waves in the tech world with the launch of its new Customer Engagement Suite with Google AI. This suite combines Google’s CCaaS and Conversational AI solutions into one powerful offering, promising faster, more cost-effective GenAI innovation for contact center teams.
During the Gemini at Work event, Google unveiled the suite, which also leverages the latest version of Google’s large language model, Gemini 1.5 Flash. This model will deliver embedded GenAI capabilities, allowing contact center teams to enhance their customer service operations with cutting-edge AI technology.
One of the key features of the Customer Engagement Suite is its support for an ecosystem of third-party offerings, including CRM, WEM, and telephony solutions. Google also enables a bring-your-own telephony (BYOT) approach, giving organizations the flexibility to integrate their existing telephony systems with the suite.
Duncan Lennox, VP & GM of Applied AI at Google Cloud, highlighted the value of the new generative AI capabilities in the suite, stating that it will deliver contact center tech beyond an organization’s core CX hubs to wherever service occurs, whether in-store, on-site, or in a drive-thru.
The suite offers several differentiating features, including blended omnichannel journeys, multimodal experiences, rule- and GenAI-based workflows, and grounded GenAI capabilities. These features enable contact centers to design resolution workflows that seamlessly switch between channels, share text, images, and audio, and build deterministic and generative workflows to enhance customer interactions.
While Google’s Customer Engagement Suite with Google AI shows great promise, there is still room for improvement. Google may need to further lean into journey orchestration to centralize all the suite’s capabilities within a customer journey orchestration solution or framework. This would help customers turn Google’s vision into a reality and maximize the suite’s potential for optimizing customer outcomes.
In addition to the Customer Engagement Suite, Google also announced Vertex AI Search, which puts the power of Google Search AI into the hands of customers to better understand online customer queries. Early adopters in retail have seen significant improvements in click-through rates, conversion rates, and return on investment in revenue compared to costs.
Overall, Google’s latest offerings demonstrate its commitment to advancing AI technology in customer engagement and search capabilities. By staying up to date on the latest CX news from Google and its industry competitors, businesses can leverage these cutting-edge solutions to enhance their customer interactions and drive better outcomes.
