Try it at least Once.
June 30, 2022

Try it at least Once.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Google Cloud Contact Center AI

In the company that I worked in, we use the software to how our customers' experience is being compared to other companies that are similar; The company is a start-up, so we need the data to see if we can be on the market for many customers instead of them going to the leading competition. Some of the problems were that when the customers would contact us we couldn't respond in a given time, so we had to reply back on a case-by-case solution; but with the product, we had programmed FAQs questions into the chat box so that any user with issues can see if that helped and if not then they could contact us and we can solve it within an appropriate time.
  • Chatbox Virtual assistance having the FAQs for easy replies.
  • The human conversation so it doesn't feel as if they are speaking to a robot when they have questions about the sites.
  • The software is on the site at all times so there's no delay when customers need their questions answered.
  • Have the option to add more suggestions for the virtual assistant since they have limited text to add.
  • Have a follow up feature for customers to rate how well their questions was answered.
  • Have different settings for the chatbox with the added text to speech for people with hard to see.
  • Positive: We've saved 10 mins per customer and have retention about 25% more of them.
Google is a known product that many have used and we didn't see any other competitors having the edge that they do in their products. This is seen in their customer service when it comes to learning how to use the product and they have the resources to self-learn it.

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

Yes

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?

Yes

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

Amazon Augmented AI (Amazon A2I)
Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.

Google Cloud Contact Center AI Feature Ratings

Agent dashboard
7
Validate callers
7
Outbound response
7
Interactive voice response
8
REST APIs
5
Call scripts
8
CRM software integration
7
Inbound call routing
7
Omnichannel inbound routing
7
Recording
7
Quality management
7
Live reporting
7
Customer interaction analytics
7