- Bell (TSX:BCE) has made Google Cloud Contact Centre AI, the first fully AI solution, available for enterprise and mid-market customers
- Google Cloud’s CCAI is a cutting-edge solution aimed at revolutionizing customer service that can enable intelligent customer and agent experience leveraging generative AI-infused technology.
- Google CCAI from Bell can offer scalability and flexibility that can be added to existing contact centre environments and to cloud contact centres
- Shares of Bell opened trading at C$44.46
Bell (TSX:BCE) has made Google Cloud Contact Centre AI (CCAI), the first fully AI solution, available for enterprise and mid-market customers.
The telecommunications company added that Google Cloud’s CCAI is a cutting-edge solution aimed at revolutionizing customer service that can enable intelligent customer and agent experience leveraging generative AI-infused technology. Google CCAI from Bell can offer scalability and flexibility that can be added to existing contact centre environments and to cloud contact centres.
Here’s a breakdown of developments:
Virtual agent:
- Natural-sounding virtual agents handle simple customer queries, reducing call volumes and speeding up issue resolution
- Human agents are freed to focus on more complex issues, improving overall efficiency
- Customers experience quicker access to assistance and are seamlessly directed to the appropriate agent when needed
Agent assist:
- Acts as a virtual supervisor, using real-time language processing to understand customer needs and sentiment
- Provides agents with step-by-step recommendations, empowering them to deliver optimal responses confidently
- Benefits include faster agent onboarding, enhanced customer experience, reduced callbacks, and improved sales performance
Analytics and insights:
- Delivers actionable insights into customer experience and sentiment, aiding in informed decision-making
- Provides a comprehensive understanding of business trends, interaction drivers and key metrics
- Supports strategic decisions, tailored agent coaching, and data-driven workforce planning
“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 centres,” Michel Richer, SVP, enterprise solutions, data engineering and AI, Bell said in a news release. “With reduced agent training time and tools to support improved sales outcomes, Google CCAI through Bell aims to turn what is traditionally a cost centre into a revenue generator,”
“AI is fundamentally changing how many businesses operate, fueling a new era of cloud that can benefit virtually every area of an organization,” Google Cloud Canada VP, Sam Sebastian added.” By utilizing Google Cloud’s CCAI, Bell Canada can both transform their own contact centre operations and help their customers increase customer satisfaction, improve agent performance, reduce costs, and improve operational efficiency.”
Contact centres are turning to AI-infused applications. Recent Frost & Sullivan research revealed that AI momentum is building, with 32 per cent of contact centres having already deployed AI-enabled agent assist technology and 37 per cent leveraging intelligent virtual agents. “Keys to success for these and future AI deployments includes enlisting trusted technology partnerships,” Frost & Sullivan Industry Analyst, Bernie Arnason explained.
Bell is a Canadian communications company that provides broadband wireless, internet, TV, media and business communications services.
Shares of Bell (TSX:BCE) opened trading at C$44.46 and are down 29.38 per cent over the past year.
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