Bell announced Tuesday it is now offering Google Cloud Contact Center AI (CCAI), supported by Bell’s professional and managed services teams, for Canadian businesses.
Saying it’s the first fully AI solution for Bell enterprise and mid-market customers, Bell calls Google Cloud CCAI from Bell “a managed solution supported by professional services expertise that enables intelligent customer and agent experience leveraging generative AI-infused technology,” according to a press release.
“Providing rich conversational experiences and analytics, Google CCAI from Bell offers scalability and flexibility that can be added to existing contact centre environments and to cloud contact centres of any size,” the release says.
Bell says it will work with its business customers to customize use cases that leverage the solutions available with Google CCAI from Bell, including: natural-sounding virtual agents that reduce call volumes and quicken time-to-resolution by collecting key information to answer simple customer queries, freeing up human agents to handle more complex issues; Agent Assist, a virtual supervisor that uses real-time natural language processing to determine customer needs and sentiment and offers step-by-step recommendations to help agents deliver the best responses and solutions; actionable insights into customer experience and sentiment that help managers and agents learn from every interaction; analyses of interactions that can provide a better understanding of business trends, interaction drivers, traffic and other key metrics; and insights that support strategic business decisions, tailored agent coaching, and result in more data-driven workforce planning and management.
Bell is also implementing the Google CCAI virtual agent and Google CCAI Platform (CCAIP) contact centre as a service (CCaaS) AI solution within its own contact centres, “digitally transforming and AI-enabling their internal solutions, delivering improved customer experiences to Bell customers, and helping them develop deep expertise to guide Canadian businesses with their own integrations,” Bell’s press release says.
“We are thrilled to move forward in our strategic partnership with Google Cloud to offer CCAI to our customers,” Michel Richer, senior vice-president of enterprise solutions, data engineering and AI at Bell, said in the release. “By deploying these products internally, our Professional and Managed Services teams are gaining extensive knowledge and expertise to support our customers effectively throughout the digital transformation of their contact centres. With reduced agent training time and tools to support improved sales outcomes, Google CCAI through Bell aims to turn what is traditionally a cost centre into a revenue generator.”
Photo courtesy of Bell.
