CCAI Platform Launch - Adam Berlew

March 22, 2022

Video Transcript

Please introduce yourself and tell us your role in Google Cloud AI.

Hi, I'm Adam Berlew and I run Google Cloud AI and Industry Solutions, Strategy and Operations.

Contact Center AI Platform brings new capabilities to the CCAI product suite. Which ones are you excited about?

I am so excited about our launch of new capabilities for Contact Center AI Platform. These include a mobile first experience which includes voice, video, text, web... it's omni-channel. Also, it's AI powered so it's going to provide great insight to both the agent and the customer to transform the experience. On top of that, it's CRM centered, which means it becomes a single source of truth for both the agent and the customer around the customer's history and usage and everything that the customer has done.

How do you think Contact Centers will benefit from Contact Center AI Platform?

has done. So it really enables that agent experience to be highly insightful. And then, importantly, it is Google scale. Just like our other billion user platforms, you know it's going to work around the world. And for the contact center itself, it is a super lightweight implementation and really importantly it is going to significantly reduce the amount of manual work that the agent needs to do. I am so excited about this. I hope you are too. Thank you.

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