According to Forrester Research, customers expect easy and effective customer service that builds positive emotional connections every time they interact with a brand or organization. Additionally, 40% of surveyed business leaders say that improving their organization’s customer experience (CX) is a high priority, ahead of initiatives like improving products and differentiation and reducing costs.
While this is a huge opportunity, improving CX in contact centers presents a significant challenge to organizations because most legacy interactive voice response (IVR) systems were never designed with CX in mind, and they are often left unchanged for years at a time except for the addition of more options when a new product or service is launched.
Providing great CX is a top priority for most organizations, but because contact centers typically operate 24/7, decision makers are hesitant to make significant changes or upgrades out of fear of breaking their already overtaxed systems. This paradox has left many organizations to rely on outdated or bloated IVR systems far too long. And with constantly rising customer expectations around service and support, these organizations are falling further and further behind competitors that are investing in next-generation solutions.
Google Cloud Contact Center Artificial Intelligence (CCAI) provides a cloud-based platform that leverages Google Cloud’s artificial intelligence (AI) and machine learning (ML) capabilities, including natural language processing and speech capabilities to augment, support, and assist contact center agents, and to deploy voice bots and chatbots that can naturally converse with customers to understand their intent and help resolve their calls with minimal intervention from an agent.
CCAI also has the ability to tie into an organization’s back-end data to enable bots to perform higher-value tasks, identify and authenticate customers, and augment agent desktops to provide relevant information and turn-by-turn guidance through different scenarios.
Google commissioned Forrester Consulting to conduct a New Technology: Projected Total Economic Impact™ (New Tech TEI) study and examine the projected return on investment (PROI) enterprises may realize by deploying CCAI.
Read the report and find out:
- Why businesses say their traditional contact center tools introduced challenges
- How Google’s Contact Center AI overcomes these challenges
- What effect the switch had to their financial and productivity investments