Contact Center AI (CCAI)

July 15, 2019
|by Daniel Rösch

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Contact Center AI (CCAI) is Google's software to support and automate customer care through artificial intelligence. 1] Artificial intelligence methods are integrated into existing contact center solutions such as Cisco and Genesys integrated.

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

 

constituents

virtual agent

  • Automation of customer enquiries via chat and telephone using Google Dialog flow

Agent Assist

  • Support of 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 for automatic recognition of 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/