Make information seeking a breeze
Based on my conversations with customers, at least 20% to 30% of the calls (and often much higher) received in call centers are information-seeking calls, where customers ask questions that already have answers. These answers may be on the company’s website, in a manual, or in FAQs. However, they can be difficult to find, and customers often don’t have the time or patience to search for them. Unsurprisingly, most customers end up being routed to a human agent, even for relatively simple queries; it’s often too complex to program traditional chat or voice bots to provide the right answer or think of all potential questions someone might ask.
With Vertex AI Conversation and Dialogflow CX, we’ve simplified this process for you and built an out-of-the-box, yet customizable and secure, generative AI agent that can answer information-seeking questions for you.
Instead of hard-coding information, you only need to point the agent at the relevant information source. You can start with a domain name, a storage location, or upload documents — and we take care of the rest. Behind the scenes, we parse this information and create a gen AI agent capable of having a natural conversation about that content with customers. It’s more than “just” a large language model; it’s a robust search stack that is factual and continually refreshed, so you don’t need to worry about issues, such as hallucination or freshness, that might occur in pure LLM bots.
Using the Dialogflow Messaging Client, you can then easily integrate the agent into your website, business or messaging apps, and contact center stack. This provides a quick and easy way to divert a large number of support calls to self-service, with relatively low investment and high customer satisfaction.
Connecting to backends and completing actions
Answering questions is extremely useful and provides high ROI. However, in order to truly automate your customer experience, you want your bots to be able to complete actions on behalf of your users, such as checking the status of an order, accessing a bill, updating payment details, scheduling an appointment, and many more. Connecting to these enterprise systems is now as easy as pointing to your applications with Vertex AI Extensions and connectors.
Vertex AI data connectors help your applications maintain freshness and extend knowledge discovery with read-only access to enterprise data sources and third-party applications like Salesforce, JRA or Confluence. These connectors index your application data so you’re always surfacing the latest information to your users.
Vertex AI extensions can retrieve real-time information and take actions on the user’s behalf on Google Cloud or third-party applications via APIs. This includes tasks like booking a flight on a travel website or submitting a vacation request in your HR system. We also offer extensions for first-party applications like Gmail, Drive, BigQuery, Docs and partners like American Express, GitLab, and Workday.
Extensions and connectors are an open standard, so developers can also upload their own extensions to reuse.
Transform task handling in days
To save you time and costs, Google Cloud’s Contact Center AI already comes with a broad set of pre-built common tasks: authenticate, explain bill, check order status, make payment, and more. However, all companies also have tasks and business logic that are unique to them. We’ve made defining and adding these much easier and faster.
Programming a virtual agent or chatbot used to take a rocket scientist or two, but now, it’s as simple as writing instructions in natural language describing what you want with generative AI. With the new playbook feature in Vertex AI Conversation and Dialogflow CX, you don’t need AI experts to automate a task.
Instead, you can describe in natural language how to execute specific tasks and create a playbook agent that can automatically generate and follow a workflow for you. Convenient tools like playbook mean that building and deploying conversational AI chat or voice bots can be done in days and hours — not weeks and months.
Rather than defining processes for every specific task, you can build these generative AI bots once and deploy them across multiple channels, such as mobile apps and websites. This means that customers can get the answers they need, regardless of how they interact with your organization.
The result? Improved customer experience and more time for human agents to handle complex calls.
