Google Launches New Contact Center AI Platform


Google has launched a new CX platform which it says is an “out-of-box, end-to-end solution for the contact center”.

Google Cloud Contact Center AI Platform is an expansion of Google’s existing Contact Center AI (CCAI) technology.

Google said the new CCaaS offering tightly integrates AI and cloud scalability with customer relationship management software, to unify sales, marketing and support teams.

Yariv Adan, Director of Product Management, Cloud Conversational AI at Google Cloud, said; “Adding to our Contact Center AI capabilities, Contact Center AI Platform is purpose-built for customer relationship management, extending your ability to offer personalized customer experiences that are consistent across your brand, whether delivered through a virtual agent, a human agent, or a combination of both.

“It eliminates many long-running pain points, from managing data fragmentation to replacing rigid customer experience flows with more engaging, personalized, and flexible support.”

Google said that CCAI Platform is designed to offer a personalized customer experience delivered by virtual or human agents.

Key features that it highlighted include:

  • The ability to manage multiple channels without switching between voice, SMS, and chat support
  • AI-driven routing, based on both CRM data and real-time interactions
  • Automate scheduling, schedule adherence monitoring, and manage employee scheduling preferences with Workforce Optimization integration
  • Customer self-service via web or mobile interfaces using Visual Interactive Voice Response (IVR)

Google also announced an expanded partnership with Salesforce, which sees CCAI Platform integrate with Service Cloud Voice and Customer 360.

Ryan Nichols, SVP & GM, Contact Center, for Salesforce Service Cloud, said; “Through intelligence, workflows, and a deeper understanding of the customer, Salesforce’s Service Cloud Voice paired with Google’s Contact Center AI will empower agents with a seamless experience to help them wow customers.”

Google has partnered with Ujet to develop and launch the end-to-end platform, but said it will continue to work with existing CX vendors for CCAI integration.