August 13, 2018

Google Cloud fortifies Contact Center AI with Quantiphi integration

The alliance seeks to provide Google Cloud’s customers with the ability to reduce operational inefficiencies by leveraging Quantiphi’s AI-ML expertise.

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Tech mogul Google Cloud have entered into an alliance with AI-ML (Artificial Intelligence and Machine Learning) provider Quantiphi to integrate the latter’s services into Google Cloud’s Contact Center AI. As per the terms of the deal, Quantiphi’s integration will enable Google’s customers to improve customer service by reducing wait-times, minimizing call-transfers and adding an AI-human interface.

Google Cloud say that their Contact Center AI solution is designed to improve customer service as well as productivity for enterprises with limited AI-ML resources at their contact centers. They claim that even though this solution is built for enterprises to leverage Google Cloud’s AI prowess, many of them face difficulties when it comes to direct integration into their cloud environments.

By partnering with Quantiphi, Google Cloud believe that they will be overcoming this obstacle and allow enterprises to easily integrate their contact center solution to add virtual assistants, live agents and real-time agent assists so as to enrich customer care experiences. With this integration, Google Cloud believes that they will be boosting the operational efficiencies of enterprise customer care and allow them to reduce costs as well as wait times.

Speaking about the alliance, Asif Hasan, Co-founder at Quantiphi, commented:

Google Cloud Contact Center AI will transform the industry by enabling an entirely new paradigm for customer service. This collaboration is a great opportunity for us to drive down the AI adoption barrier for our contact center customers and improve the overall experience and productivity.

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