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Get to know Google Cloud Contact Center AI Platform


The Contact Center AI Platform is a comprehensive, unified solution to address these challenges. CCAI Platform brings together Virtual Agent, Agent Assist, and Insights under one umbrella, providing a seamless, integrated experience for both agents and customers. This means that businesses no longer need to piece together disparate solutions from different providers. Instead, they can rely on Google Cloud for a complete, end-to-end contact center platform with all the AI-powered tools they need to deliver exceptional customer service.

This unified approach simplifies deployment and management, while also ensuring a consistent experience across all channels. By consolidating these services into a single platform, Google Cloud empowers businesses to accelerate their adoption of AI in the contact center and streamline their customer service operations.

Why Should You Consider It?

  • Unified Communication: No more juggling different tools and systems. CCAI Platform gives your agents a single interface to manage all customer interactions, making their jobs easier and boosting productivity.

  • Mobile-First Design: Customers expect to reach you wherever they are. CCAI Platform’s mobile-first approach ensures your contact center is accessible on the devices your customers use most.

  • AI-Powered Insights: CCAI Platform goes beyond basic call handling. It analyzes customer conversations, providing valuable insights into sentiment, common issues, and areas for improvement. This allows you to personalize experiences and proactively address problems.

  • Enhanced Agent Experience: With a CRM-centric design, CCAI Platform puts all customer information at your agents’ fingertips, enabling them to provide more informed and efficient support.

  • Streamlined Workflows: Automate routine tasks, such as call routing, freeing up your agents to focus on what they do best: building relationships with your customers.

  • Scalability: Whether you’re a small business or a large enterprise, CCAI Platform can grow with you, adapting to your changing needs and helping you stay ahead of the curve.

  • Security: Built on the robust Google Cloud Platform (GCP), CCAI Platform offers top-notch security to protect your data and your customers’ privacy.

Getting Started with CCAI Platform

Here’s a step-by-step walkthrough of the initial setup process:

Step 1: Creating Your CCAI Platform Account

Before you can dive into CCAI Platform’s features, you’ll need to create a CCAI Platform instance within the Google Cloud Platform (GCP) console. Here’s what you need before getting started:

  • Quota: Ensure you have the necessary quota granted for the CCAI Platform instance size (shirt size, based on number of agents) you plan to use. This determines the resources allocated to your instance. If you require quota, you can reach out to your Google Cloud Account team for assistance.

  • Permissions: You’ll need a “Contact Center AI Administrator” role within your GCP project to create and manage CCAI Platform instances.

Here’s how to create a CCAI Platform instance:

1. Access the GCP Console: Log in to your Google Cloud Platform account. If you don’t have one, you’ll need to create it first. In order to create Google Cloud Platform account follow these steps:

    • Visit the GCP Console website by typing the following URL in your browser’s address bar:

    • If you already have a Google account: Enter your email and password associated with your Google account. 

    • If you don’t have a Google account: Click on “Create account” and follow the instructions to set up a new one.

    • Once logged in, select your country, read and accept the “Terms of Service” and click “AGREE & CONTINUE.”

    • Enter your billing information.

    • You will be taken to the GCP console dashboard. You will need to create a project first to get started.

Now that you’ve created a project within your GCP account, you’re ready to start setting up your CCAI Platform instance!

2. Search for CCAI Platform: Use the search bar at the top of the GCP console and type “CCAI Platform.”

3. Create Instance: Click on the “Contact Center AI Platform” result and then click the “Create Instance” button.

4. Configure Your Instance: You’ll be presented with a configuration form where you need to provide the following:

    • Instance Name: Give your CCAI Platform instance a unique and descriptive name.

    • Region: Choose the geographical region where you want your instance to be deployed.

    • Domain Prefix: This is the subdomain that will be used for your CCAI Platform instance’s URL (e.g., “yourcompany.region.CCAI Platformlatform.com”).

    • Instance Size: Select the appropriate size based on your expectations. CCAI Platform uses “shirt sizes” (Small (up to 250 agents), Medium (up to 1,600 agents), Large (up to 3,800 agents) and so on) to indicate resource levels.

    • User Authentication: Decide whether you want to use email-based login or Single Sign-On (SSO) via SAML for your users.

5. Review and Create: Double-check your settings and click “Create” to start the instance creation process. 

Once you click “Create,” the instance creation process will begin. This typically takes about an hour, but it can sometimes take longer depending on various factors. You’ll receive a confirmation email when your CCAI Platform instance is ready, providing you with the necessary information to access your new contact center platform.

Step 2: Accessing the CCAI Platform 

After you’ve successfully created your CCAI Platform instance, it’s time to access the platform and start exploring its capabilities. 

  1. Welcome Email: After creating your account, you’ll receive a welcome email with a link to access your CCAI Platform dashboard.

  2. Login: Click the link and use your Google account credentials to log in.

Once you’ve successfully logged in, you’ll be greeted by the CCAI Platform dashboard, your central hub for managing your contact center. This is where you’ll monitor activity, access reports, and configure settings to optimize your customer interactions.

Step 3: Understanding the CCAI Platform Interface

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