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RingCentral utilises AI in the Contact Centre with Google

AI

RingCentral will integrate with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centers.

“Google Cloud’s goal is to make it as easy as possible for our customers to use AI for contact centers through our relationships with key partners like RingCentral.”

Google Cloud Contact Center AI is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centers. Together, RingCentral and Google Cloud will collaborate on applying AI in multiple areas of RingCentral Contact Center, enabling deeper customer engagement and improving the productivity of agents.

“AI holds a lot of promise in addressing customer needs faster and helping agents get to customer resolution quickly,” said Jim Dvorkin, Senior Vice President, Contact Centers, at RingCentral. “To make the contact center experience more relevant and efficient for both customers and agents, we believe Google Cloud is a great partner to collaborate with and apply AI in a thoughtful way.”

Areas of opportunity for AI in the contact center include customer interactions and improving the quality and performance of the contact center. To be successful, AI must be applied in a way that is useful and predictable while simplifying complex tasks and issue resolution. Sample use cases leveraging AI insights include:

•Customer self-service over the web, mobile, and voice
•Sending conversation context to live agents
•Real-time agent assistance with article and answer suggestions so customer conversations are more meaningful
•Cross-selling and upselling

“Contact Center AI empowers enterprises to use AI to complement and enhance their contact centers,” said Rajen Sheth, Director of Product Management at Google Cloud. “Google Cloud’s goal is to make it as easy as possible for our customers to use AI for contact centers through our relationships with key partners like RingCentral.”

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David Dungay

Editor - Comms Business Magazine