G Suite) • Google is using Salesforce (prefered CRM) • and... Innovation in contact centers when your current contact center uses an IVR system by using chatbot technology! Salesforce & Google partnership
Bots in Contact Centers Chatbots integrated in IVR systems, phone reservation systems, contact centers... Voice Assistance Smart Assistants, like Google Assistant, Alexa, Siri, on phones and devices like Nest Hub, Watches, TVs... Chatbots Chatbots in websites, apps, or on social media like Facebook Messenger, Slack....
• Long waiting / hold times • Unlimited Call transfers • IVR difficult to navigate • Availability • Inadequate information • Agents have to answer same types of questions.
a premium POOR customer experience Revenue There's a lot to win and lose Source: State of the connected customer 2016 57% Will stop buying 71% Will stay loyal 52% Will move to a competitor 72% Share good experiences 62% Share bad experiences Loyalty Advocacy
investing a lot in voice technology and AI! Machine Learning Expertise: • Deepmind • Tensorflow • Google Assistant • Speech APIs Extensive Customer Expertise • Google Search • Youtube
Cloud Infrastructure Inbound Call Outbound Call Hybrid Chat Social Media Smart Assistance Automatic Speech Recognition & Speech Synthesizer Speech to Text / Text to Speech CCAI IVR Partners: Speech to Text Automatic speech recognition. Provide up to 5k phrase hints to bias the recognizer. Language auto detection. Supports 120+ languages. Text to Speech Synthesize speech with Deepmind's Wavenet technology. 187+ voices. 32+ languages. SSML support.
Cloud Infrastructure Inbound Call Outbound Call Hybrid Chat Social Media Smart Assistance Dialogflow NLU / Intent Matching: Dialogflow Virtual Agent CCAI IVR Partners: Automatic Speech Recognition & Speech Synthesizer Speech to Text / Text to Speech Dialogflow Intent detection. Popular tool in the chatbot community over 1.2M developers.
Cloud Infrastructure Inbound Call Outbound Call Hybrid Chat Social Media Smart Assistance Dialogflow NLU / Intent Matching: Dialogflow Virtual Agent CCAI IVR Partners: Automatic Speech Recognition & Speech Synthesizer Speech to Text / Text to Speech Agent Assist Live call transcription & suggestions. Knowledge bases. Topic Modeling & Insights AI Insights, discovering the abstract topics that occur in a call. Call Search, Scoring, Sentiment Analysis Human handover Route calls from a bot to a live agent and vice versa. Agent Assist | Topic Modeller | Human Handover
Center AI for the consumer Bots that listen and give on screen solutions to the human agent. • Always the correct answer • Shorten hold times • Shorten the call time Bots that understand your question. • No longer you need to listen to audio recordings & press keys. • You don’t need to be transferred from one agent to the other Bots that can answer / resolve common questions. • Shorten hold times • Shorten the call time • Availability • No longer you’ve been told to look on the website Dialogflow Virtual Agent Agent Assist
& business Agents • Give real-time help • Shorten training cycles • Improve Call Quality • Close cases more quickly & helpfully Business • Insights into the topics that are actually being discussed. • Call transcripts • Integrate with your existing infrastructure. • Cost reduction
IVR telephony partner, you can integrate chatbots in your Salesforce service cloud. Google takes care of the audio & understanding of speech. Salesforce uses Einstein to provide smart suggestions.
features, which is essential in a the telephony space. • Barge In Allows users to interrupt the chatbot flow • Silence Detection How long we wait, till we figure nobody says anything • DTMF tone recognition Parse tones as numeric entities • Async fulfillment Allows for long running operations to be done on the customer backend • TTS Pre Recording Enables static prompts to be interleaved with dynamic STT values
your telephone IVR system 2. Understands speech 3. Detect Intents (Chatbot technology) & query the information from a knowledge bases 4. Text to Speech
People treat you like a computer. (...and you will miss all the difficult questions). This is why CCAI makes use of Wavenet Technology. • Deep generative model of raw audio waveforms • Voices sound natural and unique • Capture subtleties like pitch, pace, and all the pauses that convey meaning • Create New voices in weeks i.s. Months https://deepmind.com/blog/wavenet-generative-model-raw-audio/ Making use of DeepMind's WaveNet Technology
system 2. Understands speech 3. Detect Intents (Chatbot technology) & query the information from a knowledge bases 4. Text to Speech 5. Show transcripts, agent models, insights Provides suggestions in real time How it works
Resolves standard issues Seamlessly transfers “Let me transfer you to a specialist.” “Hello! How can I help?” The experience Listens in & provides turn-by-turn guidance and recommendations “We have been binge watching GOT”
& efficiency. Start today, prepare your virtual agent with Dialogflow. • GA since November 2019, for the US market. • For the Dutch market, we are piloting with selected customers to optimize our solution in your contact center. Please reach out to Google. Lee Boonstra | @ladysign
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