Transform Contact Center Customer Experience with Generative AI
Offered By: Google Cloud Tech via YouTube
Course Description
Overview
Explore how generative AI is revolutionizing contact center customer experiences in this 47-minute conference talk from Google Cloud Next. Discover the journey from enhanced self-service to improved live agent interactions and powerful insights driving continuous improvement. Learn about agent assistance, conversational insights, and the Contact Center AI (CCAI) platform. Delve into topics such as intelligent business automation, workforce management, and digital transformation. Join speakers Shantanu Misra, Alex Tran, and Swarup Pogalur as they discuss implementation strategies and future plans for reimagining customer experience journeys using cutting-edge AI technologies.
Syllabus
Intro
Agenda
Agent Assist
Conversational Insights
CCI Platform
IBA Only
Workforce Management
Mina
Alex
Jen
Implementation
Future plans
Digital transformation
Taught by
Google Cloud Tech
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