by Tamsin Dollin
NICE has partnered with Google Cloud to bring its Artificial Intelligence (AI) expertise into the CXone contact center with Contact Center AI for natural language chatbots and interactive voice response (IVR) that enable rich conversational experiences. Businesses of all sizes have the opportunity to delight their customers with convenience and personalization – and many are discovering how AI helps deliver the kind of experience that’s worth raving about.
Where I live, winter arrived early this year – and I wasn’t prepared at all. The weatherman predicted snow overnight, and I had big plans early the next morning. The last thing I wanted to do was shovel my driveway! I found a few recommendations on Facebook for a local guy, Bob’s Snow Removal. Neighbors said Bob was “easy to book” and “last minute was OK”. It was already 10pm, so I decided to give it a try.
Booked snow removal over the phone – via a virtual agent
I called and expected a guy named Bob to answer. Instead, a friendly virtual attendant greeted me. She asked for my name, address, and when I needed the job. A few minutes later, I received a text message confirming Bob’s visit between 4 and 5am – which was convenient for me and, to be honest, also kind of comforting since it was the middle of the night and I hadn’t actually spoken to anyone (like, Bob).
The next morning, I was delighted to peek out my window to see everything covered in fluffy white snow – except for my spotless driveway. Bob had even cleared off my car! With no shoveling to worry about, I was free to get on with my day. Later, I received a friendly text message from Bob asking if I had any problems getting out of my driveway. Thanks Bob, it was smooth sailing! With winter (and more snow) coming, it’s probably not a shock to hear that I rave about the service to all my neighbors.
An experience worth raving about
All businesses – large and small – have the opportunity to delight their customers with convenience and personalization. Many contact centers are discovering how Artificial Intelligence (AI) helps deliver the kind of experience that consumers rave to their neighbors about.
With today’s conversational IVR and AI chatbots, there’s really no need for long complicated phone menus or bots that feel unnatural to interact with. Today, customers get answers quickly and around the clock with AI bots that automate many “routine” requests (like snow removal in Canada). Even better, they are also being deployed to assist the agent with transactions, like a co-pilot.
Best of both worlds
With its open cloud platform, NICE enables contact centers to deploy the right AI solutions to create more intelligent operations to stay one step ahead with greater personalized services that can make all businesses feel local.
And now NICE has partnered with Google, the cloud platform giant, to bring its AI expertise into the CXone contact center. Dialogflow is Google’s core technology for building chatbot, interactive voice response (IVR), and other interfaces that enable more conversational experiences, like the one I had booking my snow removal service.
By teaming with Google Cloud to integrate Contact Center AI Virtual Agent (automates basic interactions and provides handoffs to human agents for more complex issues) and Agent Assist (empowers agents with continuous support during their calls), NICE CXone continues to differentiate as the world’s #1 cloud customer experience platform.
Discover how your organization measures up How ready is your organization to adopt AI capabilities in your contact center? How do you compare to your peers? Where should you start or focus your investment in AI?
Find out now! Take this short interactive AI Readiness Assessment by Forrester. It only takes a few minutes to get your own customized recommendations with insights on your organization’s readiness to adopt AI technologies that can help you deliver the seamless experience that consumers now expect.
Also see how we are working with Google to integrate contact center AI with your existing workflows.
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