New Way Now: TTEC Digital powering next-gen contact center experiences with Google AI
25Featured in this video: Rob Dravenstott, Chief Information Officer at TTEC Digital
Executive summary: TTEC Digital, a global leader in CX (customer experience) services, strategically partnered with Google Cloud to reimagine contact center experiences. To uphold its long tradition of driving CX innovation, TTEC Digital is embracing Google AI to bring the next generation of client and agent interactions to life. Using Customer Engagement Suite with Google AI, TTEC Digital transformed its internal help desk with advanced conversational AI, along with Google’s latest generative AI technology, enabling fast, intuitive self-service for 60,000 employees. The company is also helping clients bring these same AI capabilities to their own contact centers, empowering them to deliver more consistent, personalized interactions at scale. In addition, TTEC Digital is using Vertex AI and Gemini models to build powerful gen AI applications, such as “Let Me Know” — a new solution that helps agents quickly find answers to customer questions from across FAQs. The tool has seen rapid adoption, with nearly 90% of its users relying on it during every call to provide more timely, accurate responses.
Challenge: With decades of experience in blending the world’s leading contact center technology with in-house expertise to deliver empathy to the customer experience, TTEC Digital wanted to be at the forefront of AI adoption in the industry and lead the charge in bringing these innovative solutions to customers and employees.
Solution: TTEC Digital had already successfully collaborated with Google Cloud to modernize its infrastructure, using BigQuery and Looker to unify its customer data and migrating applications to accelerate automation and efficiency. Expanding on this strategic partnership, TTEC Digital is now using pioneering cutting-edge contact center experiences, powered by Google AI. Using Customer Engagement Suite, TTEC Digital has transformed its internal help desk, integrating advanced conversational AI and Google’s latest gen AI technologies, to enable fast, intuitive self-service for 60,000 employees. The services provider is also empowering its clients to deploy these same AI capabilities within their own contact centers, empowering them to create more consistent, personalized interactions at scale. In addition, TTEC Digital is building powerful gen AI applications with Vertex AI and Gemini models, such as “Let Me Know”— a new solution that helps agents use natural language to surface information quickly from across FAQs. The tool has significantly reduced the time it takes to find answers to customer questions, with nearly 90% of agents now using it on every call to help them deliver more timely, accurate responses.
Results: TTEC Digital is now primed to drive customer experience innovation, using Google Cloud to bring the next generation of AI-powered client and agent interactions to life. With Vertex AI and Gemini, TTEC Digital is now working to deliver real-time language translation in hundreds of languages for both voice and chat, enabling clients to meet and serve global customers wherever they are.
Key takeaways and highlights from our interview with Rob Dravenstott, Chief Information Officer at TTEC Digital:
→ “We have a wide variety of improvements that we're making across the company, really helping to modernize our infrastructure. We started a lot with our data as the foundation of our company, enabling our employees through BigQuery and Looker.”
→ “We partnered with Google on contact center technologies. We use Customer Engagement Suite within our core business, and we’re also deploying it for our end clients. This has really helped to accelerate the ability of clients to take advantage of that technology, whether it be their CRM or other internal systems.”
→ “Using Vertex AI, we built ‘Let Me Know’, a knowledge-based solution, which uses Gemini and retrieval augmented generation so that we can ultimately take advantage of the knowledge we have across FAQs and and surface that information much more quickly for our employees to serve their end customers — almost 90% of our users will use it on every call. This is an amazing technology that even just a few years ago would have been impossible to do.”
→ “With Google Cloud, we now have AI at our fingertips, which enables us to empower our employees and better serve our clients at scale.”
Google Cloud products used: BigQuery, Looker, Customer Engagement Suite with Google AI, Vertex AI, Gemini
Learn more:
→ TTEC Digital and Google Cloud: https://goo.gle/4lQy5AR
→ TTEC Digital announces strategic CX partnership with Google Cloud: https://goo.gle/4iMuctT
→ Customer Engagement Suite with Google AI: https://goo.gle/42Vhmn0