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How Contact Center AI works with Google Cloud & Avaya

Consumers expect to be connected to someone who knows who they are, why they are contacting your business, and how to handle their needs—and they want it to happen quickly and efficiently. Accomplish all this with the Avaya and Google Cloud suite of conversational AI solutions that improve both your employee and customer experience.


>> Today's consumers have high expectations. They want to be connected to someone who knows who they are, why they are contacting your business, and how to handle their needs, and they want it to happen quickly and efficiently. Google Cloud and Avaya offer a suite of conversational AI solutions to modernize your contact center. Virtual agents leveraged natural language understanding and AI. They can talk, listen, and understand to provide self-help resolution of common issues directly saving interactions with human agents for only the most complex requests. Agent Assist blends Google Cloud's AI with Avaya automation and predictive routing to empower your agents to provide the best customer service for every interaction. It extracts contextually relevant articles and answers from the company knowledge base and presents this insight to the human agent right when they need it. Incites uses natural language processing to identify call drivers and sentiment. You'll spot trends and get ahead of customer demand with analytics. Avaya offers solutions for your entire context center operation, deployment methods from Cloud to hybrid Clouds and on-premise are easy to create with Avaya OneCloud solutions. Getting started is as easy as associating a bat with a phone number. Create a new app, specify where you'd like the bat to run, associate the speech engine to Dialogflow by using web administration and enter a phone number. You can just as easily create SMS, mobile, and web bot, as well as a range of important features to support all of your call center needs. Avaya OneCloud communication platform as a service offers the ability to connect a carrier-grade telephony infrastructure to your Google Cloud dialogue flow virtual agent using the one-click integration to Avaya OneCloud CPaaS phone numbers or using SAP. Whether the solution is self-service or agent-assisted, Google Cloud and Avaya bring you the AI capabilities you need to delight your customers, support your agent, and deliver experiences that truly matter. Talk to your Avaya or Google Cloud representative today.