Google and Automation Anywhere Boost Virtual Agents

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Customer support providers can now start to reimagine customer experience with Conversational AI and take advantage of the Google Cloud-Automation Anywhere partnership to modernize their operations.

Bringing together the Google Cloud Contact Center AI (CCAI) solution and the Automation Anywhere cloud-native Automation 360 platform, the partnership helps contact centers remain competitive by improving their performance metrics and customer satisfaction to exceed the continuously growing expectations, according to the vendors.

The combination of Google Cloud Contact Center AI and Automation Anywhere’s Automation 360 RPA platform can help contact centers get the maximum benefit from utilizing virtual agents, enriching customer engagements.

Further, by integrating automation, opening up APIs, and creating new processes for virtual agents, customer experience teams can help streamline operations by enabling users to quickly access the information they require. This helps minimize the need for the “swivel-chair” maneuver.

Automation 360 makes it possible for the CCAI virtual agents to access all systems and applications in both legacy and modern infrastructure, helping resolve every case quickly and easily.

Additionally, a comprehensive development platform, the Google Cloud CCAI Dialogflow, powers virtual agents—chatbots and voicebots—with Conversational AI to deliver lifelike customer experiences anytime a customer reaches out to a brand.

CCAI Agent Assist helps human agents with turn-by-turn guidance, ready-to-deliver answers, and ready-to-send responses. CCAI Insights identifies key metrics such as call drivers and customer sentiment for workflow optimization.

Customer support providers can now start to reimagine customer experience with Conversational AI and take advantage of the Google Cloud-Automation Anywhere partnership to modernize their operations.

Bringing together the Google Cloud Contact Center AI (CCAI) solution and the Automation Anywhere cloud-native Automation 360 platform, the partnership helps contact centers remain competitive by improving their performance metrics and customer satisfaction to exceed the continuously growing expectations, according to the vendors.

The combination of Google Cloud Contact Center AI and Automation Anywhere’s Automation 360 RPA platform can help contact centers get the maximum benefit from utilizing virtual agents, enriching customer engagements.

Further, by integrating automation, opening up APIs, and creating new processes for virtual agents, customer experience teams can help streamline operations by enabling users to quickly access the information they require. This helps minimize the need for the “swivel-chair” maneuver.

Automation 360 makes it possible for the CCAI virtual agents to access all systems and applications in both legacy and modern infrastructure, helping resolve every case quickly and easily.

Additionally, a comprehensive development platform, the Google Cloud CCAI Dialogflow, powers virtual agents—chatbots and voice bots—with Conversational AI to deliver lifelike customer experiences anytime a customer reaches out to a brand.

CCAI Agent Assist helps human agents with turn-by-turn guidance, ready-to-deliver answers, and ready-to-send responses. CCAI Insights identifies key metrics such as call drivers and customer sentiment for workflow optimization.