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Customer Engagement Suite with Google AI

Through AI-powered features, Google Cloud has assisted thousands of businesses in providing better experiences to millions of customers and employees since it introduced Contact Center AI in 2018. It is now integrating the robust features of Contact Center AI with its most recent generative AI technology to provide a new application, Customer Engagement Suite with Google AI, since new generative AI capabilities are proving to be increasingly valuable for customer service operations.

Provide a complete customer experience to delight your clients

The Customer Engagement Suite with Google AI is an end-to-end application that combines the speed and multimodality of our most recent Gemini 1.5 Flash model with our most sophisticated conversational AI products and omni-channel contact center as a service (CCaaS) features. This makes it possible for customer support departments to provide outstanding and reliable customer experiences across all channels. Additionally, it supports an ecosystem of third-party services that include workforce management apps, CRM software, phone systems, and connectors which include user interfaces, other system connectors, and BigQuery-like data sources.

Customer Engagement Suite with Google AI

An exceptional blend of AI-powered talents

Four distinctive features of Google AI’s Customer Engagement Suite have the potential to greatly enhance both the quality of the customer experience and the rate at which generative AI is adopted.

Omnichannel: utilizing apps, voice, email, online, and mobile

Consistent customer experiences across web, mobile, voice, email, and apps are orchestrated by omnichannel engagement. Consumers can communicate with your company through a variety of channels, and the contact center as a service (CCaaS) feature facilitates smooth client interactions while maintaining enterprise-level security and data privacy.

The Conversational Insights solution, formerly known as Contact Center AI Insights, is designed to give operations management and quality assurance teams KPIs, categories of inquiry topics to focus, and areas for improvement based on real-time data analysis from across your customer operations. Unlike other systems that just evaluate a limited fraction of contacts, its native quality management applies AI-based analytics to all of your customer interactions, and the Quality AI function auto-scores all of your customer discussions. These enhance the caliber of customer interaction and the effectiveness of customer service agents.

Multimodal: Using the newest Gemini models

Gemini’s multimodal capabilities allow the Customer Engagement Suite with Google AI application to support multimodal information, such as text, audio, and images.

Using Conversational Agents to develop hybrid virtual agents using rule-based controls and generative AI

The Conversational Agents package offers a special blend of adaptive generative AI and stringent controls with instructions in plain language. By combining the Gemini model’s expanded topic coverage with prescriptive actions for predefined inquiries, these hybrid agents offer dynamic, tailored self-service.

With automation and point-and-click configurations, the Conversational Agents console offers business users a turn-key solution that speeds up the development, deployment, and upkeep of virtual agents. Because virtual agents may be created and controlled without the need for coding, a larger range of employees can find the product easier to use and configure. When you develop hybrid virtual agents, they may handle more queries to boost consumer self-service and free up customer care people to handle more specialized conversations, all while lowering expenses associated with customer operations.

Based on accuracy: Making use of Agent Assist features to raise worker output

To improve the accuracy of the responses the Conversational Agents and Agent Assist solutions produce, the Gemini models they employ might be based on data from your company’s own resources. The Agent Assist tool helps customer service personnel handle client concerns more quickly and accurately by giving them on-the-spot support.

Additionally, it has included new features including live translation, summarization, coaching model, generative knowledge help, and smart reply.

Based on the context of the current discussion, the generative knowledge help function proactively suggests search queries and is trained on Gemini models for appropriate responses. As a result, customer service agents may interact with customers with more timely and relevant information.

In order to enhance response accuracy and process adherence, the coaching model may be adjusted using the data from your company to provide customer-care personnel with contextual, step-by-step instruction in real-time during client interactions.

After every interaction, the summarizing tool sends discussion summaries to your customer service agents. The model enhances the quality of summary for lengthy, multi-issue talks, with a latency of less than five seconds, significantly cutting down on handling time.

The customer service representative and the customer have a conversation, and the smart reply feature presents the customer’s suggested responses to the representative. A customized model that has been trained on your conversation datasets transcripts of recorded conversations calculates these.

For chat chats, the live translation tool offers bi-directional translation and automatically recognizes the languages used. More than 100 languages are supported, glossaries and sentence pairs can be customized without the need for additional model training, and professional rephrasing and grammar and spelling corrections are supported.

For instance, Best Buy uses automatic call summarizing to resolve issues up to 90 seconds faster than representatives who would otherwise have to manually record summaries.

Google is expanding Google Gemini for Teens and mobile app experiences, adding a new related content feature, and introducing 1.5 Flash to Gemini in more than 40 languages and 230 countries and territories.

Google has hear about people using Gemini to be more industrious, imaginative, and inquisitive every day. Furthermore, Gemini is becoming more adept in assisting you in completing those activities in the methods that suit you best with today’s release.

In the free edition of Gemini, you can now access 1.5 Flash for quicker and more beneficial responses. In addition, Google is adding a new function to better handle hallucinations and extending the reach of Google Gemini for Teens mobile app and experience.

Quicker and more astute reactions with 1.5 Flash

Google had heard that individuals like using Gemini primarily because it saves them time. Whether you’re using Gemini to compose an engaging email or troubleshoot complex code, it’s critical to receive prompt, excellent responses.

Google is upgrading to Gemini 1.5 Flash today for their free tier users. You’ll experience general quality and latency improvements with Gemini 1.5 Flash, with notable gains in reasoning and picture understanding in particular. Additionally, Google is quadrupling Geminis to 32K tokens, in line with their significant expansion of the context window in Gemini Advanced. This implies that you can ask Gemini more in-depth questions and engage in lengthier, back-and-forth dialogues without paying anything.

Google will soon add the ability to upload files directly from your device or via Google Drive, which has been accessible in Gemini Advanced, so you can make the most of the larger context window. This implies that you will be able to ask Gemini to generate practice questions and upload your study guide for economics. Soon, Gemini will also be able to analyse data files on your behalf, enabling you to find patterns and visualise them with the use of graphs and charts.

All Gemini users can now access Gemini 1.5 Flash on the web and on their mobile devices, across more than 230 countries and territories, and in more than 40 languages.

Relevant material in Gemini’s answers

Additionally, Google had heard that using Gemini as their go-to research partner allows people to enjoy discovering new subjects. As part of their ongoing efforts to lessen hallucinations and make it simpler for you to visit websites that provide more information, Google is now providing links to pertinent content for fact-finding prompts in Gemini.

For English language prompts in select countries, you can now view this extra information on subjects right within Gemini’s answers as of right now. To view websites that go into further detail on a particular subject, simply click on the chip that appears at the end of a paragraph. This extends beyond websites: In the event that Gemini’s answer makes reference to data obtained through the Gmail extension, you will additionally see inline links to pertinent emails.

This advances the work Google had done to combat hallucinations. Apart from providing connections to relevant content, Gemini’s double-check function confirms answers by utilising Google Search to indicate whether claims are supported or refuted online. When information is refuted, it is simple to look further and confirm the information for yourself.

Gemini is present in numerous locations

Google made it possible to have direct conversations with Gemini in Google Messages on some Android devices earlier this year. With the option to communicate in recently added languages including French, Polish, and Spanish, Google is progressively bringing out Gemini in Google Messages to the European Economic Area (EEA), the United Kingdom, and Switzerland starting today. To begin generating ideas, organising travel, and more, click the “Start chat” icon in Messages and choose Gemini. You can do all of this without ever leaving the Google Messages app.

Additionally, Google is expanding the availability of the Gemini mobile app to other nations so that more individuals may access Gemini while they’re on the go.

Increased teen access to Gemini

Google will be making Gemini available to teenagers worldwide in more than 40 languages starting next week. Teenagers can use Gemini to aid with creative projects, better comprehend school subjects, and get ready for college if they are old enough to maintain their own Google account.

Google want to prioritise safety and address the developmental requirements of teenagers while providing them with opportunity to take advantage of all that generative AI has to offer and preparing them for a future in which AI will play an even more vital role. Google had added more rules and safeguards, created a teen-specific onboarding procedure, and provided an AI literacy guide to assist teens use AI responsibly in order to enable them use Gemini confidently and safely. Additionally, Google has worked with professionals in child safety and development including MediaSmarts (CA), Miudos Seguros na Net (PT), and Fad Juventud (ES), who continue to offer their knowledge and skills in catering to the particular needs of teenagers and families.

How Google thoughtfully created Gemini

Gemini’s growth has always been directed by a dedication to accountability and user security. Google is disclosing more about how Google designed Gemini and how they want it to react as it develops. To have a better understanding of how Google handling delicate and complicated subjects, such as reactions to matters pertaining to political, religious, or moral convictions as well as public interest problems, you can now read about their approach to Gemini and further information about google policy standards. These rules, which are based on Google AI Principles, demonstrate their continued dedication to the ethical and open development of this technology.