Alternately mind-numbing and infuriating, call center experiences are getting a refresh, bringing a more human touch to bear even though more automation is involved than ever.
Rebranding as “contact centers” given the negative associations with “call centers,” the customer service segment is embracing artificial intelligence (AI) with all speed as major players make improvements to interactive voice recognition — and even the dreaded bots.
In March, Google introduced its Google Cloud Contact Center AI Platform (CCAI), building on its existing Contact Center AI platform with new capabilities to meet heightened expectations.
In a March 21 blog post, Google said its new CCAI extends the “ability to offer personalized customer experiences that are consistent across your brand, whether delivered through a virtual agent, a human agent, or a combination of both.”
“It eliminates many long-running pain points, from managing data fragmentation to replacing rigid customer…
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