Google Cloud Webinars

Google Contact Center AI Unlocked webinar series - Leveraging Analytics for Enhanced Performance

Google Contact Center AI Unlocked webinar series - Optics for Google CCAI Platform (CCAIP) overview

Google Contact Center AI Innovation workshop

Google Cloud’s Generative AI Agent is an AI-powered solution designed to bring powerful self-service to the customer experience — including answering customer questions, resolving simple issues, and providing around-the-clock customer support.

In today’s fast-paced digital world, contact centers face a multitude of challenges in delivering exceptional customer experiences. These challenges include the need to modernize operations driven by increasing call volumes, expanding customer engagement channels, costly agent turnover, strained agent productivity, higher customer expectations, and growing consumer demands for personalization.

In this webinar, Google Cloud experts from TTEC Digital discuss how Google Cloud's AI-first solution, Contact Center AI (CCAI), enables contact centers of all sizes to transform their operations and deliver value quickly and efficiently.

The session provides insight into how CCAI can help contact centers overcome challenges with its advanced AI capabilities, including how to:

• Enhance customer experiences with personalized and efficient interactions
• Improve agent productivity and reduce costs through automation and self-service options
• Optimize operations and gain actionable insights through advanced analytics and reporting

In today's digital landscape, customers expect personalized, relevant, convenient experiences. They also expect to have channel options. The challenge for businesses becomes delivering these experiences while balancing cost.

Fortunately, AI is up to the task. Paired with the right CX strategy, AI can automate tasks, improve accuracy, and provide a seamless customer experience.

Download the first webinar in our 2024 Unlocking Vertex AI series, featuring speakers Caleb Johnson (TTEC Digital), Jihee Lim (Google Cloud), and Ricardo Caruana (Google Cloud). In this on-demand webinar, these AI and Google Cloud experts discuss how businesses can use Vertex AI to reimagine their customer experience. The discussion covers a range of topics, including how to:

• Modernize customer service
• Boost agent and employee productivity
• Reduce friction across the entire customer journey
• Automate document processing
• Improve CSAT scores with personalization, while reducing costs

Our experts all discuss real-world examples of how businesses are using Vertex AI to improve their customer experience.

In “Empowering Knowledge Workers with Vertex AI,” TTEC’s Chief Technology Architect, Shawn Lewis, will join TTEC Digital’s Executive Vice President, Caleb Johnson, to discuss how your organization can harness Vertex AI to build effective employee assistants that can:

• Provide information to personalize customer experiences
• Summarize and contextualize content
• Answer questions and generate responses
• Empower knowledge workers by streamlining access to critical information

We’ll also discuss how TTEC has implemented this technology internally to provide best-in-class experiences to our own customers and employees.

AI helps customer service teams become more streamlined, accurate, and effective by providing agents with the tools they need, when they need them. This, in turn, empowers businesses to turn their knowledge curation into a strategic advantage.

In this edition of our "Unlocking Vertex AI" series, TTEC Digital’s Director of AI Solutions Aaron Schroeder will join TTEC Digital's Google Cloud Channel Director Whitney Kirchner to discuss automating knowledge curation with AI.

This discussion will cover:

• AI-driven content efficiency—Discover how AI can streamline content creation, enhancing accuracy and reliability.
• Automating knowledge curation—Witness the power of AI in automating knowledge curation, leveraging large language models to manage knowledge bases and curate data.
• Governance and analysis—Learn about the importance of data management, governance, and data analysis in ensuring consistency, taxonomy, and structure within knowledge bases and content.

Don’t miss this informative and engaging discussion that will empower you to harness the full potential of Vertex AI in your organization. Watch now.

According to a recent Gartner consumer trends survey, a clear majority (70% of respondents) now prefer self-service channels like chat over voice channels.

Yet, in reality, many chat experiences routinely fall short of customer expectations. They’re limited. They’re incomplete. And, in many cases, they eventually funnel you to voice channels anyway.

In the latest episode of our Unlocking Vertex AI podcast series, TTEC Digital’s Director of AI Solutions Aaron Schroeder joins Executive Director of Voice and AI Bot Professional Services Mark Eichten, as they dive into the world of personalized chat experiences. In a wide-ranging conversation, Mark and Aaron cover the essentials for crafting tailored chat interactions that serve customers an end-to-end elevated experience.

The discussion covers:

• The impact of personalization on customer satisfaction and loyalty
• How Vertex AI can help drive understanding of customer intent and preferences
• Where to deploy AI chatbots that deliver dynamic, relevant conversations
• Real-world examples of successful chatbot deployments

Whether you’re just starting your AI journey or looking to enhance existing chat strategies, this episode will provide the guidance you need to take the next step with Vertex AI.