The pandemic has accelerated enterprises’ digital transformation investments, notably their efforts to make use of AI and the cloud to satisfy rising buyer expectations.
This implies, amongst different issues, that digital brokers and different interactive bots needs to be a part of a corporation’s customer support toolset.To offer the wonderful experiences that clients demand, it’s not an possibility for enterprises to proceed to depend on stay brokers, that are onerous to scale, or outdated contact administration techniques with rigidly scripted flows, that are as prone to frustrate clients as to reply their questions. In reality, Gartner predicts in its February 2020 article “Top CX Trends for CIOs to Watch” that by 2022, 70% of buyer interactions will contain rising applied sciences similar to machine studying (ML) functions, chatbots and cell messaging, up from 15% in 2018.
Nevertheless, integrating digital brokers or bots with enterprise techniques and processes could be tough. Chat and voice bots or digital brokers depend on enterprise knowledge, techniques, and enterprise capabilities, accessed through APIs and integration frameworks. To efficiently facilitate this course of, Google Cloud presents a number of solutions–such as Contact Center AI, Dialogflow and Apigee API management–that are serving to enterprises to launch highly effective digital brokers with out being slowed down by system complexity.
The Woolworths Strategy: Offering cutting-edge buyer experiences with Apigee and Dialogflow
Woolworths, one of many largest retailers in Australia, demonstrates the ability of conversational AI and API administration, because it has leveraged these applied sciences to supply seamless buyer experiences throughout a variety of channels, from internet and cell apps to Google House. These experiences embrace the virtual agent Olive, which was created by WooliesX (the corporate’s digital enterprise unit) and makes use of each Dialogflow and Apigee to ship companies.
Apigee helps the corporate handle APIs throughout its enterprise, which hurries up improvement of latest digital experiences by giving Woolworths builders safe, easy, and constant entry to the information and performance they want. Olive makes use of Dialogflow as its pure language platform, with APIs offering the knowledge Olive must serve up helpful buyer interactions.
The result’s that clients have a constant expertise throughout quite a few Woolworths manufacturers, similar to Dan Murphy’s and BIG W–all accessible from a wide range of digital platforms and assistants. In a Google Cloud Next presentation, Joshua Rogers, Platform Expertise Supervisor at Woolies X, stated this consistency and suppleness round buyer desire “generate a bond with our customer” that serves long-term retention.
“We want customers to connect with Woolworths and our business units in a way that’s comfortable for them,” stated Nick Eshkenazi, Chief Digital Expertise Officer at Woolworths. “It could be through social media, or any smart home devices. So, we leveraged Google Cloud’s Dialogflow and Apigee API management solutions to build a new virtual agent called Olive. We’ve seen market-leading performance from Olive right from the start.”