Google Launches Customer Engagement Suite with Google AI: Revolutionizing Contact Centers with AI-powered Solutions
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 recent 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 centers 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 even enables a bring-your-own telephony (BYOT) approach, giving contact centers the flexibility to integrate their preferred tools seamlessly.
Duncan Lennox, VP & GM of Applied AI at Google Cloud, highlighted the suite’s ability to deliver contact center tech beyond traditional CX hubs to wherever service occurs, whether in-store, on-site, or even in a drive-thru. This demonstrates Google’s commitment to revolutionizing customer engagement across various touchpoints.
The suite offers four specific differentiators that set it apart from other solutions in the market. Firstly, it enables blended omnichannel journeys, allowing contact centers to design resolution workflows that seamlessly switch between channels. Secondly, it supports multimodal experiences, allowing customers and agents to share text, images, and audio effortlessly.
Moreover, the suite enables rule- and GenAI-based workflows, empowering customers to build deterministic and generative workflows tailored to their specific needs. Lastly, Google emphasizes grounded GenAI, ensuring the highest accuracy in Conversational Agents and Agent Assist products within the suite.
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 its capabilities within a comprehensive solution. By focusing on orchestrating seamless customer journeys across channels, Google can maximize the potential of its advanced technology suite.
In addition to the Customer Engagement Suite, Google also introduced Vertex AI Search, bringing the power of Google Search AI to its customers. This solution aims to help businesses better understand customer queries and improve online customer experiences.
Overall, Google’s latest offerings demonstrate its commitment to advancing customer engagement and AI technology. By staying up to date on the latest developments from Google and its industry competitors, businesses can leverage these innovative solutions to enhance their customer service operations and drive better outcomes.