Contact Center AI (CCAI)

July 15, 2019
|By Daniel Rösch

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Contact Centre AI (CCAI) is a software from Google to support and automate customer care through artificial intelligence. [1] Artificial intelligence processes are integrated into existing contact centre solutions such as Cisco and Genesys integrated.

The software is currently available to selected customers as an alpha version.

constituents

Virtual Agent

  • Automation of customer enquiries via chat and telephone using Google Dialogflow

Agent Assist

  • Support employees during a call / chat by providing relevant documents in real time
  • Integration of the company's knowledge base

Topic Modeling

  • Analysis of customer data, chat logs and call records to automatically identify the topic of a chat/call.

Example

The following Genesys and eBay example illustrates how Contact Center AI works.

reference architecture

Reference architecture for Contact Center AI

[1]

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Sources

[1] https://cloud.google.com/solutions/contact-center/