Bell Canada announced on April 9 that it has partnered with Google Cloud to bring Google Cloud Contact Center AI (CCAI) to enterprise and mid-market customers.
A managed solution supported by professional services expertise, Bell reports that Google CCAI leverages generative AI technology to enable intelligent customer and agent experiences.
Bell also reports that it has deployed some of the CCAI services in its own contact centers and will work with customers to customize their use of the platform.
Michel Richer, senior vice president of Enterprise Solutions, Data Engineering and AI at Bell, said in a press release, “We are thrilled to move forward in our strategic partnership with Google Cloud to offer CCAI to our customers. 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. With reduced agent training time and tools to support improved sales outcomes, Google CCAI through Bell aims to turn what is traditionally a cost center into a revenue generator.”
Solutions include virtual agents that handle simple customer queries, a virtual assistant for human agents, and analysis and insights based on customer interactions.
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