Blueprint to AI-Assisted Contact Centers with Twilio Flex and Google

Presented by

Adam Champy, Senior Product Manager @ Google & Abhijit Mehta, Product Manager @ Twilio

About this talk

Every company has a need to communicate with their customers and, for most businesses, this interaction is handled by the contact center. The intersection of artificial intelligence (AI) and customer service has the potential to improve the effectiveness of the contact center dramatically and make those human interactions more impactful. By 2022, Gartner predicts 20% of all customer service interactions will be completely handled by AI, an increase of 400% from 2018. How will you utilize AI to serve your customers better—handing off interactions to agents when appropriate—while maintaining conversational context? In this webinar, we will discuss: -The programmability offered by Twilio Flex to integrate AI at multiple layers of Customer Engagement -Building a stellar bot experience for personalized customer experience 24/7 -Incorporating conversational AI to feed into routing decisions based on customer intent -Google’s Natural Language Understanding (NLU) powered by Dialogflow Enterprise for automatically processing and understanding customer speech -How Google + Twilio Flex index and manage a knowledge base to present relevant information to agents during a call

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