Over the previous three years, Google Cloud has labored intently with Cisco to ship quite a lot of customer-focused options in areas similar to hybrid cloud, multicloud, work transformation, and phone middle integrations. Earlier this week, we had been excited to share updates on our joint work within the collaboration area at WebexOne, Cisco’s digital collaboration convention, which brings collectively world clients to share the newest on distant work, customer support, and extra. These developments to our partnership embody enabling Webex Contact Middle with Google Cloud’s Contact Middle AI (CCAI) resolution, which is powered by Google Cloud synthetic intelligence (AI) and Pure Language Processing capabilities, and bringing Cisco Webex Skilled on Demand to Glass Enterprise Version.
Making contact facilities extra customer-centric with AI
Because the world continues to regulate to a brand new manner of working, the position of contact facilities has change into much more vital to companies, governments, and people. In keeping with IDC, greater than 70 percent of buyers level to buyer expertise as a very powerful consideration of their buying selections. Companies have realized that offering seamless and efficient customer support to their patrons will increase buyer loyalty and more and more, that this may be achieved with AI-powered contact middle options. In actual fact, IDC predicts that by 2025, AI-powered enterprises will be capable of obtain Internet Promoter Scores which are 1.5 times higher than these of their rivals.
Not too long ago, Cisco built-in its Contact Middle options with Google Cloud’s Contact Center AI resolution, making it simple for companies to enrich their present Cisco-powered contact middle providers with digital brokers shortly, and to assist their clients with 24/7, self-service methods.
By leveraging Google Cloud capabilities in ML, pure language understanding, and speech recognition and synthesis, this joint resolution from Google Cloud and Cisco helps clients get solutions to questions shortly, by pure and environment friendly conversations. CCAI additionally helps contact middle brokers, serving to them deal with questions and issues with quick access to paperwork and knowledge.
“The contact middle goes by a renaissance, and synthetic intelligence is enjoying a key position throughout this very thrilling time,” stated Omar Tawakol, VP and GM for Cisco’s Contact Middle group.” By combining Google Cloud’s Pure Language Processing and AI capabilities which are capable of deduce a client’s intent with our trade main abilities based mostly routing capabilities which are capable of match an agent’s particular talent with the AI decided intent, we’re capable of create a novel and differentiated fusion of human and AI that may empower brokers and delight clients.”
Enhancing service and responsiveness to Illinois residents with AI
Whereas industries starting from retail and e-commerce to monetary providers are leveraging AI options to assist shoppers, the use instances for AI more and more contain delivering vital help to residents, as governments step up digital entry to providers and knowledge.
Within the spring of 2020, the State of Illinois confronted an unprecedented surge in functions for unemployment advantages, with greater than 1,000,000 claims submitted between March 1 and Could 9—practically 12 occasions the quantity the division processed throughout the identical interval in 2019. Compounding the problem was the necessity to transition state workers to distant work on account of COVID-19. The Illinois Department of Employment Security (IDES) chose Google Contact Center AI to allow their digital brokers to shortly and successfully serve residents by chat and voice.
Cisco’s Contact Middle AI APIs join the Google Cloud Dialogflow service to the state’s Cisco contact middle and communications system. Their net and telephone methods had been up and working by late April, with Digital Brokers answering 40,000 after-hours calls per day to supply fast, real-time help with questions on eligibility, submitting claims, and extra. Importantly, the state was capable of generate price financial savings by the answer, in accordance with preliminary evaluation.
Extending Cisco Webex Skilled on Demand on Glass Enterprise Version 2
The Cisco Webex Skilled on Demand software for Glass Enterprise Edition 2 empowers distant frontline employees similar to retail retailer workers, manufacturing line employees, and subject service technicians by enabling hands-free collaboration within the subject, all over the world. Skilled on Demand connects these professionals to consultants who can information them step-by-step in actual time.
Actual-time collaboration is a key use case for Glass Enterprise Version 2, a wearable system that gives hands-on employees and professionals with glanceable data in a cushty, light-weight profile designed to be worn all day. With a clear heads-up show and a viewpoint digital camera, Glass helps onsite employees collaborate with others, whereas staying targeted on the duty at hand. Distant employees dialed into Cisco Webex Skilled on Demand can see precisely what onsite employees see as they carry out their jobs and talk immediately with them to supply real-time help.
In case you’re enthusiastic about collaborating on this buyer preview program, go to google.com/glass/contact/business to position a request.
Google Cloud and Cisco preserve collaborating to innovate
Innovation is the cornerstone of Google Cloud’s world partnering technique, and as you may see, there may be an unimaginable quantity of innovation taking place between Cisco and Google Cloud. We take satisfaction in providing these and extra collaborative ventures sooner or later, with the objective of serving to our mutual clients get work carried out. We sit up for your online business becoming a member of us on this journey.
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