TCS Contact Center AI on Google Cloud
Leveraging the power of data, analytics, and AI to create personalized customer experiences
Solution
Google Cloud
Grow, Innovate, and Transform with TCS and AWS Cloud
Highlights
- Personalized customer experience with real-time communication across channels is now considered table stakes.
- Customer experience can be personalized with AI, but the implementation and integration with legacy systems can be difficult.
- TCS Contact Center AI on Google Cloud can help businesses connect with customers, understand their intent, and resolve inquiries with a holistic AI strategy and cloud-native AI solutions.
Overview
In today’s scenario, it is important to deliver a personalized customer experience.
Proactive, personalized, customer experience with real-time communication across channels is now considered table stakes across industries. But adding well-trained customer engagement resources is difficult due to rising costs, system inefficiencies, and human errors.
Cognitive AI, natural language processing, pattern recognition, and predictive analytics can transform customer engagement by providing personalized attention paired with self-service capabilities. However, implementing and integrating this type of technology with legacy systems is challenging.
TCS Contact Center AI on Google Cloud helps organizations meet these challenges with a holistic AI strategy and cloud-native AI solutions. To increase customer satisfaction and business value, the solution helps businesses interact with customers, understand their intent, and accurately resolve inquiries with minimal intervention.
Solution
Create personalized, omnichannel customer experiences with a human touch.
TCS Contact Center AI on Google Cloud uses market-leading data, analytics, and AI to create personalized customer experiences based on a 360-degree view of the customers and their businesses.
Our services:
Integrate with existing CRM, back-end, and complex legacy systems to create seamless, omnichannel experiences.
Retain data across interactions to speed up responses to recurring issues.
Allow bots to identify and authenticate customers and perform other tasks.
Augment agents’ desktops with relevant information and step-by-step guidance through different scenarios.
Provide flexibility for adding new channels of engagement, including Google’s Dialogflow CX, which can be used to design state-of-the-art virtual agents.
Benefits
Increase customer satisfaction and reduce costs, with seamless integration of contact center AI.
With help from TCS Contact Center AI on Google Cloud, you can:
Improve day-to-day efficiency across voice and digital channels with agents handling only high-value calls.
Reduce the time and effort needed to roll out new capabilities.
Reduce training and recruiting costs for enterprises.
Improve customer experience with faster resolution of recurring issues.
Provide personalized, proactive, and omnichannel customer experience, leading to a higher net promoter score.
Gain up to 90% improvement in call routing accuracy.
Leverage real-time customer service in 9 languages.
Move up to 80% of traditional call center volume to cognitive-AI-based response systems.
Achieve over 60% call fulfillment during initial deployment.
The TCS Advantage
Monitor and optimize contact center AI services for business transformation and customer satisfaction.
With TCS Contact Center AI on Google Cloud, you gain:
Industry expertise: TCS’ Google Cloud-certified experts help companies leverage domain-specific call center AI solutions to measure contact center efficiency.
Cloud accelerators: Cloud-native technologies and our Machine First™ delivery approach let enterprises automate business processes infused with intelligence, creating greater business value and optimizing costs. Leverage TCS’ tools to create conversational workflows and configure business rules to improve call handling and routing capabilities.
TCS Cloud Lab on Google Cloud: TCS drives continuous innovation, rapid experimentation, and program acceleration with our suite of cloud accelerators rendered on TCS Cloud Lab on Google Cloud.
Strategic partnership: Our partnership with Google Cloud offers enterprises a wide range of services and solutions leveraging TCS’ domain-focused innovation and Google Cloud’s suite of technologies.
Move up to 80% of call center volume to contact center AI with 90% accuracy in call routing.
