Item: Google Cloud Contact Center AI
Rating: 7
Author: Juan Iturbe

Use Cases and Deployment Scope

My overall experience was good. The AI contact center worked pretty well, honestly better than I had expected. The native language processing is really good for multiple dialects and languages. The speech-to-text and text-to-speech modules are on point and the best part is Dialogflow. It allows the software/program to be used fairly easily.

Pros and Cons

Auto speech learning
Text to speech
Ease of use

Maybe more languages could be added.
Outside party companies could be easier to use.
More examples of different language phrases.

Return on Investment

Lower minutes used to translate
Easy to use
Could be better

Alternatives Considered

Google Authenticator

I haven't used a different service, this is my first time using anything like this.

Key Insights

Do you think Google Cloud Contact Center AI delivers good value for the price?

Not sure

Are you happy with Google Cloud Contact Center AI's feature set?

Yes

Did Google Cloud Contact Center AI live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Google Cloud Contact Center AI go as expected?

I wasn't involved with the implementation phase

Would you buy Google Cloud Contact Center AI again?

Yes

Other Software Used

Google Authenticator, Google Ads, Amazon Advertising Sponsored Products

Likelihood to Recommend

Easily allowed me to use and translate with a different language. Having to get things right the first time (translate) was hard but having to use this while on the call does make it easier to communicate with the client.

Google Cloud AI

Overall Satisfaction with Google Cloud Contact Center AI