The Unseen Impact of Generative AI on Service Excellence:Customer Care 2.0
Gen AI can unlock value in many use cases, but customer service, particularly the contact center, is a good place to start due to its low risk and clear, measurable ROI from increased NPS/CSAT, agent productivity, and operational savings.
Agent Assist is safe, easy to deploy, and requires little customization. It works in Dual mode with a human agent in the middle. Agent handling time, CSAT, and NPS are measurable.
Summarization provides high-quality, structured, and comprehensive summaries when customers are transferred between human and virtual agents and at call end.
Vertex AI Conversation and Dialogflow CX simplify this process by providing an out-of-the-box, customizable, and secure generative AI agent that can answer information-seeking questions.
The Dialogflow Messaging Client lets you integrate the agent into your website, business or messaging apps, and contact center stack.
To fully automate your customer experience, your bots must be able to check order status, access bills, update payment details, schedule appointments, and more.
Vertex AI data connectors provide read-only access to enterprise data sources and third-party applications like Salesforce, JRA, and Confluence to keep your applications fresh and improve knowledge discovery.