TCS Contact Center AI on Google Cloud

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.