One of the most critical elements of automating customer interactions is the successful determination of genuine user intent. It’s a way to improve the customer journey while saving money, thereby eliminating the need for live agents to handle as many customer queries.
In that vein, Google Cloud has been a popular choice for contact center solution providers who wish to do a better job when it comes to evaluating customers' needs and preferences (i.e. so more conversations can be automated for sustainable, better-quality outcomes).
Customer experience (CX) solutions provider Alorica has revealed the initial outcomes from its collaboration with Google Cloud. The collaboration saw Alorica integrating AI from Google Cloud to enhance the capabilities offered by Alorica IQ, the company’s digital and innovation practice focused on user journey, high-tech solutions and advanced analytics. Using Google Cloud's Contact Center AI (CCAI), Dialogflow and Vertex AI, Alorica noted that it is better able to produce higher-quality and natural conversations, data-informed insights into customer preferences and improved efficiency for its global user base.
By integrating Google Cloud’s Vertex AI and Dialogflow with Alorica’s platforms, the CX provider delivers more accurate and relevant responses based on the user’s intent. By blending these tools, virtual assistants and chatbots can continuously learn and adapt through every new scenario.
Since launching the enhanced version of AVA (Alorica Virtual Assistant) on the company’s website, there has been a 120% increase in engagement within a three-month time span compared to the traditional rule-based version of the chatbot, according to Alorica. This has significantly impacted critical business areas, such as boosting Alorica’s recruiting efforts by attracting a more qualified and engaged pool of candidates.
“We are among the first adopters to fully leverage the power of Dialogflow and Google Cloud’s technologies including Vertex AI to drive digital solutions that go beyond delivering excellent CX to our clients,” explained Mike Clifton, Alorica’s co-CEO. “We’re also applying these technologies within our own operations. The AVA Business Consultant, for example, has quickly become an essential tool for our Sales teams, drastically enhancing output and efficiency by automating and accelerating our proposal development and delivery process through the use of the advanced conversational AI chatbot. What used to take 12 hours to gather and create content as well as put together in-depth proposals, can now be done in even 30 minutes. This frees up time and resources to identify more opportunities that directly impact the bottom line.”
Edited by
Alex Passett
