Google CCAI
Tired of clunky, outdated contact centre software that frustrates workers and customers? Contact Centre AI Platform (CCAI Platform) from Google Cloud can help. This platform empowers agents, streamlines processes, and improves customer service.
From account setup to mastering CCAI Platform’s main capabilities, this beginner’s tutorial covers it everything. A simple introduction to a platform that can change your business. No tech jargon or complicated configurations.
For whom is this guide?
- AI-powered contact centre solutions for modern businesses
- Supervisors and managers of contact centres looking to boost productivity and customer satisfaction
- Agents seeking a platform that simplifies and rewards their work
Let’s explore CCAI Platform to maximise your contact center’s potential!
What is CCAI Platform?
CCAI Platform is a cutting-edge CCaaS (Contact Centre as a Service) that reinvents business-customer interactions. It integrates all your digital and audio communication channels into one easy-to-use software.
Google CCAI platform
Before the Contact Centre AI Platform (CCAIP), Google Cloud offered a variety of AI-powered services to improve the contact centre experience.
Virtual Agent: Businesses might automate client interactions with chatbots and voice assistants using conversational AI. Virtual agents might handle basic queries, support, and transactions, freeing up human agents to handle more complex concerns.
Agent Assist: Empowering human agents with real-time suggestions, knowledge base articles, and other relevant information to fix client concerns swiftly and efficiently. It analysed conversations and predicted client demands using NLP.
This service used data analytics to reveal contact centre performance, customer sentiment, and operational effectiveness. Insights helps firms spot patterns, improve, and make data-driven decisions.
These services are valuable, but integrating them with contact centre infrastructure can be complicated and time-consuming. To have an end-to-end contact centre solution, firms may need different providers or technologies.
A comprehensive, unified answer to these difficulties is the Contact Centre AI Platform. Virtual Agent, Agent Assist, and Insights are incorporated into CCAI Platform to give agents and customers a smooth experience.
This eliminates the need for organisations to integrate solutions from different sources. Instead, they may use Google Cloud for an end-to-end contact centre platform with AI-powered capabilities for excellent customer support.
Google Cloud helps organisations accelerate AI adoption in the contact centre and streamline customer service by unifying these services into a single platform.
CCAI Google
Communicate Unifiedly: No more switching tools and systems. CCAI Platform simplifies and boosts agent efficiency by providing a single interface for client interactions.
Mobile-First Design: Customers expect you anywhere. It’s mobile-first approach makes your contact centre accessible on clients’ preferred devices.
AI-Powered Insights: The CCAI Platform extends beyond call handling. It analyses client chats to reveal sentiment, common issues, and improvement opportunities. You may personalise experiences and proactively solve problems.
Enhanced Agent Experience: It’s CRM-centric design provides agents with customer information for more informed and efficient support.
Streamlined Workflows: Automate daily tasks like call routing, allowing agents to focus on customer relationships.
Security: Based on Google Cloud Platform (GCP), it protects your data and clients’ privacy with top-notch security.
Starting CCAI Platform
Initial setup step-by-step:
First: Register for CCAI Platform
You must build a CCAI Platform instance in the Google Cloud Platform (GCP) console before using its functionalities. What you need before starting:
Quota: Make sure you have enough quota for the CCAI Platform instance size (shirt size and agent count) you plan to utilise. This determines instance resources. Contact your Google Cloud Account staff for quota.
Permissions: Your GCP project needs a “Contact Centre AI Administrator” role to generate and manage CCAI Platform instances.
Create a CCAI Platform instance:
1.Open the GCP Console: Sign in to Google Cloud Platform. For those without, you must build one. Steps to create Google Cloud Platform account:
- Already have a Google account? Enter your Google email and password.
- Without a Google account: Click “Create account” and follow the instructions to create one.
- After logging in, choose your country, read and agree the “Terms of Service,” and click “AGREE & CONTINUE.”
- Fill out billing details.
- Go to the GCP console dashboard. Start by creating a project.
- After creating a GCP project, you can start setting up your CCAI Platform instance!
2.Find CCAI Platform: Type “CCAI Platform.” in the GCP console’s top search bar.
3.Click the “Contact Centre AI Platform” result and then “Create Instance”.
4.Instance Configuration: The configuration form requires the following:
- Name your CCAI Platform instance descriptively.
- Region: Select the region to launch your instance.
- Your CCAI Platform instance’s URL will utilise this subdomain (e.g., “yourcompany.region.CCAI Platformlatform.com”).
- Choose the right instance size for your needs. CCAI Platform uses “shirt sizes” to represent resource levels: Small (250 agents), Medium (1,600 agents), Large (3,800 agents), etc.
- User authentication: Choose email-based login or SAML-based SSO for your users.
5.Create and Review: Double-check your choices and click “Create” to create the instance.
When you click “Create,” the instance creation procedure begins. This usually takes an hour, but it can take longer depending on conditions. Your CCAI Platform instance will be confirmed via email with the information you need to access your new contact centre platform.
Step 2: CCAI Platform Access
After creating your CCAI Platform instance, you can explore its features.
Welcome Email: A welcome email with a link to your CCAI Platform dashboard will arrive after account creation.
Login: Log in with your Google account by clicking the link.
The CCAI Platform dashboard, your contact centre management hub, will appear after you log in Monitor activity, get reports, and modify settings to optimise customer interactions .
In Step 3, learn about the CCAI Platform Interface dashboard
Your command centre, the dashboard, displays real-time call, chat, and virtual agent activities across channels. Current interaction traffic, agent availability, queue wait times, and more will provide you a complete picture of your contact center’s performance.
Agents: Track your team’s activity. You can manage your team’s workload and availability with live monitoring of who’s on a call, offline, or in a wrap-up session.
Voice and chat queues: Monitor them. The number of interactions in each queue and customer wait time will be shown.
Calls, chats: These sections list all connected, queued, and completed entries so you can rapidly analyse or act on specific calls or chats.
Campaigns: Track ongoing initiatives (outbound calling, automated messaging, etc.).
Reports: Analyse data with customisable reports. Assess customer satisfaction and call resolution. These insights can help you improve your contact centre and make data-driven decisions.
Settings: Adjust your contact centre. Set business hours, call routing, and IVR menus.
Chat & Call Adapter: Simply click an icon to answer calls and chats. Telephone icons link to the audio system, while chat icons launch text chat windows.
User Profile: Set your profile photo and basic information.
The navigation menu features depend on your CCAI Platform role and permissions.
The navigation menu lets you easily find all the tools and information you need to administer your CCAI Platform contact centre. This user-friendly interface lets you manage your customer support experience by monitoring live interactions, analysing past data, or fine-tuning settings. Explore each section to learn about CCAI Platform’s strong features.
In Step 4, configure basic settings
The navigation menu’s “Settings” section contains:
Support Centre Info
Name of Support Centre: You’ll use this CCAI Platform internal name for your contact centre.
Display Name: This is the name customers see in support apps like chat widgets and contact forms. Make it brand-recognizable.
Operating hours: Schedule your contact center’s hours. When agents are accessible and calls or conversations are routed depends on this.
Languages and Texts
- CCAI Platform defaults to English (US).
- Add Languages: If your consumers speak additional languages, click “Add Language” and select one.
You can provide multilingual support on CCAI Platform to reach a worldwide audience. Add customer languages to provide a more inclusive and happy experience. This can boost brand loyalty, satisfaction, and trust. To guarantee clients receive support in their preferred language, customise greetings, IVR scripts, and other communications after adding a new language.
Team & User Settings
You’ll manage CCAI Platform users here, whether they’re agents conducting customer contacts or supervisors overseeing contact centre performance.
Tab User/Team Management
Add Users: Click “Add Users” to add users. Their: will be requested.
Email Address: Their primary ID and login.
First and Last Name: For internal system identification.
Your users can be assigned to certain areas if you have numerous.
Roles: Determine CCAI Platform user permissions. Common roles are Admin, Manager, Agent, and Developer.
Make Teams: Teaming users simplifies procedures and reporting. Users can be grouped by talent (e.g., technical help vs. sales), geography, shifts, or any other business-relevant criterion.
Step 5: Dry-run your call centre
Your call centre setup must be tested before going live to ensure everything works. A dry run feature in CCAI Platform simplifies this.
How to Dry Run:
Find Your Call Centre Number: Under “Settings” on the navigation menu, pick “Call.” Your CCAI Platform instance’s phone number is here.
Dial Number: Dial the number on your phone or any phone with calling capability.
IVR experience: You’ll see your IVR menu, just like your clients.
This lets you navigate menus, listen to greetings and messages, and test call routing. Before your contact centre launches, it’s a good time to find problems and improve. Note any unusual behaviour or errors during the dry run to fix them before your consumers do.
