Customer experience (CX) is the “heart and soul” of any contact center driving enterprises toward digital transformation. For nearly a decade, Google has been delivering AI-powered innovations to contact centers across industries.
At the 2022 Enterprise Connect event, Google Cloud delivered its Contact Center-as-a-Service or CCAI platform with powerful features, including:
- Multimodal and omnichannel CX
- AI-powered routing and visual IVR
- Workforce and quality management
For a contact center with over 2,000 service positions, the CCAI solution delivered an average ROI of 130% – with a payback duration of 9 months.
Another leveraged CCAI capabilities to improve its customer and agent experiences with:
- 41% reduction in the average customer handling time
- 62% reduction in call abandonment rate
In 2024, the adoption of next-generation GenAI technology promises powerful enhancements in the contact center environment. With the recent launch of the Customer Engagement Suite with Google AI, Google has combined GenAI capabilities with CCAI. With this tool, enterprises can easily utilize Conversational AI to develop customized chatbots and deliver a personalized self-servicing CX.
How is GenAI transforming contact centers?
- Improving agent productivity
Apart from CX, GenAI solutions are improving the experience of contact center agents. Through effective workforce management, GenAI enables human agents to:
- Anticipate and respond to customer demands.
- Deliver more accurate customer forecasts.
Similarly, contact center managers can leverage GenAI to manage their distributed (or remote-working) workforce, and optimize their agent staff across digital and voice channels. With GenAI-enabled automation, managers don’t depend on manual spreadsheets or forecasting.
Additionally, with the GenAI app builder tool, enterprises can build automated bots to answer customer queries related to:
- Product manuals
- Company website
- FAQs
Within a few minutes, customer-centric enterprises can build a customized chatbot and deploy it across the website, mobile app, and third-party CX channels.
- Impact on call center specialist training
Modern contact centers are extremely fragmented – with most customer calls queued up for a small team of specialists. Companies spend a lot of money and time training these specialists. With GenAI, they can share specialist expertise with a wider team base – reducing the need for specialist training.
Contact centers can improve their operational efficiency by:
- Generating intelligent “recommendations” in the form of query response.
- Providing real-time assistance or guidance to the overall contact center workforce.
With the reduced dependence on specialist skills, contact center enterprises can reduce their upfront – and continuous – training costs (as well as costs due to agent churn).
- Personalized CX
With GenAI-enabled contact center solutions, enterprises can automatically match customer calls and route them to the right human – or virtual – agent.
GenAI’s natural language processing (NLP) capability also helps automate customer service and deliver a more personalized CX. With the integration of GenAI, contact centers can improve CX with the following capabilities:
- Deploying GenAI-powered chatbots to respond to customer queries.
- Providing real-time assistance to human agents during live interactions with the customer – in the form of real-time “recommendations,” knowledge sharing, and reducing their cognitive load.
- Using GenAI-powered predictive analytics to help contact centers adapt to changing customer behavior, and proactively anticipate and resolve their issues.
- Development of virtual agents
Contact centers can now embed GenAI into the development of their virtual agents. Just like instructing human agents in natural language, GenAI-powered agents can be “trained” and instructed in natural language to follow a scripted playbook.
Here’s how contact centers can build a GenAI-powered virtual agent using the Generative AI App Builder:
- Select a prebuilt component based on the desired use case – for example, completing a payment or checking the delivery status. Connect to the data sources to deploy the bot.
- For complex tasks, build your business logic by creating a virtual representation of how various tasks and states are related.
- Using natural language, explain the use case, the data to be collected by the virtual agent, and the APIs that it needs to transmit the information.
- Understanding the customer journey
With “traditional” conversational AI solutions, contact centers have fallen short of understanding the customer’s intentions and sentiments. In other words, virtual assistants were insufficient when it came to understanding human emotions.
However, large language models (LLMs) are supercharging the process of understanding intents and demonstrating “reasoning” abilities. Effectively, conversational agents are “raising the bar” in understanding the customer journey across complex use cases like:
- Customer retention
- Cross-selling and upselling opportunities
Further, with integrated GenAI bots, companies can gain granular-level customer insights, including at individual levels and customer segments. GenAI-powered algorithms can personalize recommendations based on the individual’s:
- previous purchases and interactions
- demographic data
- online browsing behavior
How Onix can help you succeed with GenAI
With Google’s expertise in the customer engagement suite, contact centers are just a few steps away from elevating their customer experience. As an implementation partner for Google Cloud, Onix can help you build GenAI capabilities in your contact center solution.
Our specialized AI and ML capabilities have delivered customer results across industry domains, including:
- 34% improvement in call resolution after implementing CCAI in the Telecom sector.
- 44% increase in the computational speed using Predictive AI in higher education.
- 55% faster drug discovery with GenAI deployment in the pharmaceutical industry.
Are you prepared to unleash the potential of GenAI in your contact center? Speak to our experts today.
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