Bell Canada (NYSE: BCE) announced the availability of Google Cloud Contact Center AI (CCAI), the first fully AI-enabled solution for Bell enterprise and mid-market customers in Canada. ‘Google CCAI from Bell’ is a managed solution supported by professional services expertise that enables intelligent customer and agent experience using generative AI technology.
With rich conversational experiences and analytics, according to the companies, ‘Google CCAI from Bell’ offers scalability and flexibility that can be added to existing customer contact center environments and to cloud contact centers of any size. Bell will work with its enterprise and business customers to tailor use cases that leverage innovative technical solutions available with Google CCAI from Bell.
Primary AI solutions for customer contact center environments include:
- Virtual Agent – Natural-sounding virtual agents reduce call volumes and accelerate time-to-resolution by collecting key information to answer simple customer queries, freeing human agents to handle more complex issues. Customers can still reach an agent, if needed.
- Agent Assist – A type of virtual supervisor, Agent Assist uses real-time natural language processing to determine customer needs and sentiment and offers step-by-step recommendations to help agents deliver the best responses and solutions.
- Analytics and Insights – Actionable insights into customer experience and sentiment help managers and agents learn from every interaction. Analyses of interactions provide a better understanding of business trends, interaction drivers, traffic, and other key metrics. Insights support strategic business decisions, tailored agent coaching, and result in more data-driven workforce planning and management.
Bell is also deploying both the virtual agent and contact center-as-a-service AI solutions in its own customer contact centers that support both wireline and wireless subscribers. This way Bell hopes to develop AI-enabled internal solutions that deliver both improved service for its customers but also to develop expertise for advising Canadian businesses with their own AI-enabling call center integrations.
“By deploying these products internally, our Professional and Managed Services teams are gaining extensive knowledge and expertise to support our customers effectively throughout the digital transformation of their contact centers,” says Michel Richer, Bell SVP, Enterprise Solutions, Data Engineering and AI. “With reduced agent training time and tools to support improved sales outcomes, Google CCAI from Bell aims to turn what is traditionally a cost center into a revenue generator.”
“AI is fundamentally changing how many businesses operate. By utilizing Google Cloud’s CCAI, Bell Canada can both transform their own contact center operations and help their [business] customers increase customer satisfaction, improve agent performance, reduce costs, and improve operational efficiency,” said Sam Sebastian, VP, Google Cloud Canada.
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