Technology

Quantiphi Announces New Integration with Google Cloud Contact Center AI

Quantiphi announced an integration with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centres.

Contact Center AI is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centres. The solution integrates with partners like Quantiphi that customers already work with for easy integration into their systems.

Key features of Quantiphi’s integration with Contact Center AI include:

  • Ability to easily integrate with an existing contact centre solution to add VirtuaI Assistants that can handle natural conversations via phone and web chat
  • Ability to integrate an enterprise’s knowledge base into Contact Center AI
  • Quick and easy transfer of conversations to Live Agents. This is accomplished by using defined business rules and Google’s topic modeling algorithm that assesses the need to escalate a call and transfers the right contextual information to a live agent.
  • Real-time ‘Agent Assist’ for Live Agents by surfacing relevant documents and information on the Agent Desktop to help maximize Agent productivity.

“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,” says Asif Hasan, co-founder Quantiphi Inc.

“Contact Center AI empowers enterprises to use AI to augment and improve their contact centers,” said Rajen Sheth, Director of Product Management. “Google Cloud’s goal is to make it as easy as possible for our customers to use AI for contact centers through our relationships with key partners like Quantiphi.”

Contact Center AI integration leverages Quantiphi’s deep functional expertise in Artificial Intelligence and Machine learning. With a dedicated in-house practice, Quantiphi aims to build high-quality enterprise-grade contact centre solutions in record time.