Google's Customer Engagement Suite uses AI to offer a personalized, omnichannel customer experience. It improves customer satisfaction by providing proactive self-service and enhancing employee productivity with actionable insights.

Key Features

• Conversational Agents: Create AI agents for personalized self-service using generative and deterministic AI, reducing the workload on customer service representatives.
• Prebuilt Agents and Connectors: Quickly deploy AI agents with out-of-the-box connectors for CRM and WFM systems.
• Human-like AI Voices and Video Support: Provides high-definition voices and video comprehension for real-time interaction.
• Agent Assist: Offers real-time assistance to customer care representatives with generated responses, coaching, and feature-rich tools like live translation.
• AI Coach and Trainer: Reduces employee burnout by providing step-by-step guidance and tailored training recommendations.
• Conversational Insights: Analyzes customer interactions to provide KPIs, identify improvement areas, and understand customer feedback.
• Quality AI: Automatically evaluates interactions based on business, customer, and compliance standards.
• Contact Center as a Service: Offers an enterprise-grade, cloud-native contact center solution across all channels.

Benefits

• Customer Satisfaction: Improves customer satisfaction through personalized engagement.
• Operational Efficiency: Enhances productivity and reduces operational costs by automating routine inquiries.
• Employee Experience: Empowers employees with AI-driven tools to resolve issues more efficiently.