A recent survey conducted by Gartner stated that the top digital investment objectives of enterprises globally were to enhance operational excellence (53%) and improve customer experience (45%). But due to the ever-increasing customer demands and operational costs, enterprises are failing to meet expectations.
With the recent advances in the contact center ecosystem and the adoption of AI-driven solutions, enterprises are leaning towards smart conversations and self-driven virtual agents to reduce wait times, improve sentiment scores, and offer real-time human-like interactions. However, integrating their virtual agents with legacy infrastructures poses many operational challenges including the risk of disjointed data, platform upgrades, or lack of unified customer experience across channels.
One-stop solution to all your contact center challenges
During the Covid-19 pandemic when customer support providers experienced a monumental increase in call volume, it became challenging for live agents to manage customer expectations. The post-pandemic phase was going to become even more demanding as customers came with new expectations set during the social distancing era. To ensure that businesses could continue providing hassle-free customer experience and extend access to agents working remotely, the adoption of Contact Center-as-a-Service (CCaaS) platforms witnessed a steep rise. The primary objective was to address three elements of customer service - enhance customer satisfaction by reducing response time, improve agent interaction with customers, and offer business tools to analyze activity.
To overcome operational challenges and offer an end-to-end solution to contact centers, Google Cloud has introduced the Google Cloud Contact Center AI Platform (CCAIP), a Contact Center as a Service (CCaaS) solution that offers security and privacy along with unified data. The platform aims to provide an unparalleled customer experience while minimizing the system integration hassles. CCAIP leverages AI and predictive intelligence to offer predictive routing, conversational engagement, agent assistance, and actionable analytics.
Elevate customer and agent experience
With traditional methods of customer service, the agents lacked access to customer data remotely. Even if they did, there was a high chance of it being outdated. The challenge was to create a virtual set-up that ensures data security while managing analytics and tracking agent performance. At the same time, multimodal channels of customer service make it quite challenging to maintain context across channels and deliver a seamless experience to the end users.
Google Cloud’s CCAIP solves many of these agent challenges that translate into a smoother and simplified customer experience. Firstly, the platform is delivered via the CCaaS model which comes with minimal infrastructure requirements and ready-to-deploy integrations. Organizations can fully transform their contact centers and access AI-backed services such as predictive intelligence, call routing, conversational engagement, agent assistance, and actionable analytics in record time.
CCAIP also readily integrates with CRM data, making it possible for agents to resolve customers’ queries with key insights and visibility. Additionally, it offers better data insights into contact center performance. With CCAIP, agents can log interaction data, manage PII with greater responsibility and blend communication channels with ease.
In our experience, we have identified that implementing CCAIP has been instrumental in constructing an omnichannel customer experience with the promise of scalability for organizations. The agents are empowered to efficiently handle requests arising from multiple channels - mobile authentication, sharing account information securely, or making payments digitally - across large customer bases in different time zones.
Power the future of contact centers with Quantiphi’s AI-powered capabilities
Quantiphi has had demonstrable success in building Conversational AI solutions for contact centers, achieving market leader status in 2021. We have been a part of Google's Contact Center AI (CCAI) journey since the beginning and with its expertise, have helped over 125 customers to embark on their AI-driven transformation journey from conventional IVRs to modern virtual agents. We have delivered over 225 successful engagements, automating over 500 million conversations in 4 years.
With this outstanding track record, Quantiphi progressed to become a Google Cloud CCAIP partner for facilitating organizations to use the platform with ease of deployment and business intelligence.
With our expertise in end-to-end contact center transformation, we cater to pressing client needs related to the CCAI Platform deployment. We ideate, deploy, iterate, and consult on the client’s contact center transformation journey while accelerating the time-to-market, reducing costs, and improving CSAT scores.
Our CCAIP experience - how we empower enterprise clients
In one of our recent projects with a telecom provider in the North American market, we leveraged Google’s CCAIP for implementing an AI-powered Virtual Agent and Agent Assist. The service provider wanted to optimize their customer experience by automating query resolution and equipping customer service agents with the right insights for cutting down Average Handle Time. The Virtual Agent solution integrated directly with Salesforce for handling incoming customer requests, offering faster, more accurate answers. The Agent Assist functionality enabled features like FAQ assist, smart compose, and smart responses to empower agents with real-time suggestions when they are LIVE with customers. Agents could now be faster and more productive while navigating through a conversation. This coupled with insights on human agent and bot performance allowed the leaders to gain complete visibility into the key trends within their contact center for driving data-driven business decisions.
We are also working with one of the leading banks in the US on modernizing their existing conventional on-prem contact center platform to a cloud-based CCaaS solution to support approximately 4000 live agents and implement a virtual agent that is scalable, reliable and can be easily integrated with their CRM systems.
The future is intelligent and accelerated customer interactions
CCAIP offers a holistic approach to organizations looking to integrate AI-powered contact center capabilities into their workflows and scale the ability to deliver exceptional customer experiences across multiple channels. This results in a better experience for your customers, ensuring intelligent and faster responses while reducing operational costs. CCAIP allows human agents to focus on higher-value tasks in their customer interactions, better analyze customers' needs, and exceed their expectations. Quantiphi and Google Cloud partner to help blend the power of AI and build responsive, high-value customer experiences.
If you are interested in learning more about our CCAI Platform expertise and our offers for workshops and pilots to start your CCAI Platform journey, please write to appliedai@quantiphi.com or watch this webinar to gain more insights into our capabilities.
