CES Flashcards
What are Conversational Agents?
AI agents that use generative AI and rule-based logic to handle customer inquiries and provide self-service options.
[cite: 15, 16, 17]
What is Agent Assist?
Provides real-time support to customer service representatives with AI-generated responses and coaching.
[cite: 31, 32]
What are Conversational Insights?
Analyzes real-time data from customer interactions to provide insights to operations managers.
[cite: 40, 41, 42]
What does CCaaS stand for?
Contact Center as a Service, a cloud-based, omnichannel contact center solution for managing customer interactions across various channels.
[cite: 49, 50, 51]
Define Omnichannel Customer Engagement.
The ability to interact with customers across multiple channels (web, mobile, voice, etc.) providing a consistent experience.
This is important because it meets customers where they are and provides flexibility, increasing satisfaction. [cite: 51, 55]
What is AI-Powered Automation?
Using AI to automate tasks (self-service, agent assistance, data analysis).
This increases efficiency and reduces costs by handling routine inquiries and freeing up human agents. [cite: 143, 144, 149, 150]
Explain Data-Driven Optimization.
Analyzing customer interaction data to gain insights, identify areas for improvement, and optimize operations.
This leads to better decision-making and improved customer outcomes. [cite: 40, 41, 42]
How does the suite streamline customer service operations?
Provides tools to automate tasks, assist agents, and analyze interactions, leading to increased efficiency and reduced costs.
[cite: 143, 149, 150]
What contributes to improving customer satisfaction?
Personalized and efficient interactions, along with proactive support, create a better customer experience and increase loyalty.
[cite: 2, 9, 10]
What enables data-driven decision making?
Insights from customer interactions help businesses understand customer needs and pain points, allowing for data-driven improvements.
[cite: 40, 41, 42]
How does the cloud-native nature of the suite benefit customer support?
Allows businesses to easily scale their customer engagement operations to meet changing demands.
[cite: 53, 62, 65]
What is the role of Conversational Agents in shopping assistance?
Can provide tailored product recommendations and guidance, enhancing the customer’s shopping experience and potentially increasing sales.
[cite: 27]
What are Gemini Models?
Google’s advanced AI models that power many of the suite’s features, enabling natural language understanding and generation.
[cite: 4, 59, 60, 63]
What is a No-Code Console?
A user-friendly interface that allows users to design and deploy AI agents without requiring coding expertise.
[cite: 17, 18]
Define Hybrid Virtual Agents.
Agents that combine rule-based controls for specific tasks with generative AI for more flexible and natural conversations.
[cite: 20, 21, 22]
What is Quality AI?
AI that automatically evaluates customer interactions against business, satisfaction, and compliance criteria.
[cite: 43, 44, 45]
What does it mean that the suite is Cloud-Native?
Built on the cloud, providing scalability, reliability, and security.
[cite: 49, 50, 53]
What is Pay-as-you-go Pricing?
Customers are charged only for the services and resources they use.
[cite: 85, 86]
How does the suite integrate with GCP?
Integrates with other GCP services like Compute Engine, Cloud Storage, BigQuery and Vertex AI, enhancing its capabilities.
[cite: 127, 128, 131, 132]
What are the Key Benefits of the suite?
- Improved customer satisfaction
- Cost reduction
- Omnichannel engagement
- Actionable insights
[cite: 142, 143, 145, 146]
What is the Value Proposition of the suite?
- Increased efficiency
- Cost savings
- Scalability
- Security
- Faster innovation in customer engagement
[cite: 149, 150, 151, 152, 153]
