The NextGen Virtual Assistant is here
June 30, 2022

The NextGen Virtual Assistant is here

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Google Cloud Contact Center AI

One of the biggest challenges the business faced was selecting the right AI solution for the operation to work smoothly. Google Cloud Contact Centre AI was the best with AI and NLP-based conversations with customers and with smooth assisting of human agents for complex conversations. The sentiment score with DialogFlow was a really unique feature as it enabled to respond to users in accordance with the kind of emotions they were feeling.
  • Speech to Text conversions
  • Seamless integration to existing technology stack
  • Sentimental Analysis
  • It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
  • Automation can be made a little simpler and basic for anyone to be able to work on it.
  • Each instance of the software can have its own AI learning for a wider range of real time issues.
  • Reduced efforts of customer care executives
  • A lot of automation features
  • Learning curve was long

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

It is well suited for the initial phase of the interaction of the user with the business and it gives a lot of cool features that make life easy for the customer care representative. It is least suited for the customer complaint department since here users are generally fuzzier and in a hurry.

Google Cloud Contact Center AI Feature Ratings

Agent dashboard
8
Validate callers
7
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
Not Rated
Predictive dialing
8
Interactive voice response
8
REST APIs
7
Call scripts
8
Call tracking
7
Multichannel integration
8
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
7
Customer surveys
7
Customer interaction analytics
7