Google CCAI (Contact Center AI) Services
Servion helps integrate Google CCAI with legacy contact center technologies and build custom connectors. We can bridge the gap and help customers integrate Google CCAI and innovate without migrating or upgrading existing platforms. Servion has expertise on all legacy platforms and their CCaaS solutions like Cisco, Avaya, Genesys, and the latest CCaaS offerings from other vendors like NICE inContact, Amazon, Five9, Twilio, and more. We have a proven track record to set up end-to-end customer flow journeys, self-service, and omnichannel experience.
Google CCAI is a packaged solution built of different AI & ML GCP services. Google did all the heavy lifting of building complex AI and ML algorithms, continuously improving them and making them low-cost, highly available services. With this, using AI in the cost-sensitive customer service industry is now viable. It is widely adopted as it supports low-cost prototypes and innovation possible to enhance customer experience.
Some of the services that Servion provides include:
1. Development: Servion, a Google CCAI services, and re-seller partner, has the in-house expertise to build virtual bots and agent assist solutions to improve customer journeys and experience. While designing the BOTs, our fundamental focus is on the customer experience and customer effort score.
We can also build IVR applications with Google CCAI virtual bots and its fallback option to DTMF for self-service. While we add the new services/create a new customer flow, we ensure that it does not increase the efforts of end-customers and agents in the contact center. Smooth and clean hand-offs are designed between main flows and fallback and between bots and agents to ensure the customer's contextual and seamless conversation.
With the integration of AI and RPA solutions, we have built intelligent automation solutions that listen to the customer conversation in real-time, assist the agent with relevant information, and automate the process steps, thus making the assistance more intuitive and dynamic. We work with all the leading RPA technology vendors like UIPath, Automation Anywhere, BluePrism, and Nice and have improved operational efficiencies for clients in numerous industries, including BFSI, Travel, Retail, Healthcare, and IT industry.
We are currently working on hyper-automation. We leverage AI to predict why the customer reaches out to the contact center and provide self-service using virtual bots and guidance to agents via agent-assist. With Google CCAI, it has become possible to leverage real-time and post-interaction analytics easily and affordable. We can now analyze real-time conversations and notify the supervisors or experts. We can leverage agent-assist to automate steps, share relevant information or give specific guidance on handling the conversations.
2. Integration: Technology is the best enabler to expedite the process, monitor, and reduce costs. In contrast, it can also be the bottleneck and heavy investment to innovate. With multiple technologies vendors and solutions, current on-prem architectures are complex, as many integrations are built over time to provide self-service options or unified agent desktops.
Contact center technologies like call distribution, IVR, dialers, and multimedia engines are heavily integrated with multiple back-end systems, customized applications, data warehouses, and compliance and efficiency tools. New launch technologies like AI may not have connectors to all the legacy systems, and upgrading or migrating this complex environment is never the choice the customer wants to make.
For real-time assistance, we have also integrated the knowledge base solutions to get the correct articles or process documents based on the query type of the interaction.
3. Managed Services: One of Servion's key differentiators is to provide 24/7 managed service post the implementation or integration phase. AI solutions will need to be monitored and updated regularly to meet the dynamic business needs. Our managed services team will help set up use cases, handle NLP training, support workflow changes, and optimize your AI solutions while you focus on your core competencies.