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On-Demand Webinar

All your Contact Center AI security questions answered

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Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers.

Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security:

  • Data protection
  • Access control
  • Application security
  • Compliance
  • Resiliency

Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI.

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Good morning, evening and afternoon, everyone. My name’s Josh Reed and I’m from the

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digital events team here at Genesys. And let me be

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the first to welcome you to today’s webcast all your

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cloud, or sorry, all your contact center, AI security questions

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answered. So, to kick it off as per usual, we

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have a couple of housekeeping items to cover. First off, if

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you experienced any issues, listening or viewing to today’s webcast,

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refresh your browser, or make sure that it’s up to

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date to support HTML5. These usually fix any console issues

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that you may have. Also, if you’re having trouble seeing

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the slide window or our presenters webcams today, you can

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enlarge that screen by dragging any of the corners of

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that window, also note that this is designed to be

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an interactive experience between you and our presenters. So, at

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any time during today’s webcast, if you hear anything that

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you want to learn more about, throw your questions into

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the Q and A window in the center of your

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screen, and we’ll answer as many as we can during

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our brief Q and A at the end. However, and

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it sometimes does happen if time gets away from us

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and we are not able to answer your questions aloud,

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don’t worry, we’ll follow up with you via email within

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the next few business days. And note that if you

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miss anything during today’s presentation, you have to get up,

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you need to grab water, anything like that. Don’t fret

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you will receive the on- demand recording via email from

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ON24 within the next few business days. So, just be

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on the lookout for that. And also note that we

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would love to give you as much information about today’s

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topic as possible. So, below the Q and A window,

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you have the resource list. So, click any of those

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links in the resource list, They’ll open up in a

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new tab in your browser and expand on today’s topic.

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And like I said, short and sweet. So, what I’m

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actually going to do now is I’m going to hand

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it off to my partner in crime today, Wendy Mikkelsen,

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the senior director of product marketing here at Genesys. Wendy,

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the floor is yours. Thanks Josh. Before we kick things

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off, let’s meet our speakers today. Kishor, would you like

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to kick it off? Yep. Hi everyone. My name is

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Kishor Aher. I’m the lead architect for contact center, AI

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at Google. And what that means is I take the customers through

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the journey of contact center AI modernization. Toby. Yeah, my

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name is Toby Tobkin. I do the same thing as

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Kishor and just a little bit less cool. Hey everyone,

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I’m Janelle Dieken, senior vice president of product marketing here

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at Genesys and no stranger to tech. I’m a computer

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programmer at heart and like the team history too, history

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in sales engineering and solutions engineering as well. Thanks Janelle

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and I’m Wendy Mikkelsen, senior director of product marketing at

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Genesys, and I will be your host for today. I

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think we all understand the promise and business value of

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using AI within our customer service operations, that conversational AI

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can both improve the customer experience and offer better efficiency

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and cost benefits for many organizations. And consumers want better

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access, more than 60% of consumers want more self service

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options when it comes to accessing customer service. And all

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of us as consumers ourselves know that we don’t always

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want to interact with a human. We just don’t have

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that kind of time. And Forrester says that 53% of

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organizations have already deployed AI within their business. And of

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course, that’s expected to grow considerably in the coming years.

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In fact, IDC predicts that by 2023, 50% of customer

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interactions will be augmented or enriched by AI. And they

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estimate that the market is a $ 97 billion market

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that will continue to grow. The point here is AI

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is here to stay and it’s been proven to offer

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tremendous value. And with the recent pandemic, we’re seeing many

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AI projects move forward very quickly as organizations around the

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world are now adjusting to operating under the new normal.

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We’re seeing businesses adopt AI to help serve their customers

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better and faster. But of course, how do we keep

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all of that data secure? Our customers are trusting us

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with their personal information and we as consumers are trusting

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organizations around the world with our own personal data. So,

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today we’re going to explore the topic of AI security

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within the contact center. And we’ve brought together this panel

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of experts from both Google and Genesys to answer some

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of the top questions that we’ve received from organizations. And

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as Josh said, of course, we’re going to try to

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get to your submitted questions. But we curated dozens of

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questions that both Google and Genesys have received, and we’re

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going to be answering some of those top questions. So,

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your question may be answered as we go along. So,

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we’ve organized our questions into three categories. First, we’re going

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to look at how your data is protected when you

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use AI within your contact center. And how both Genesys

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and Google are safeguarding that precious data. We’ll look at

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both data in transit and data at rest. Second, we’ll

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be covering options for controlling access to that data and

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how both Genesys and Google are managing application security. This

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is to ensure that no unauthorized users have access to

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your data. There’s a lot of bad actors out there

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so we want to make sure you have the controls

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to prevent unauthorized access. And last but not least, we’re

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going to look at compliance that Google and Genesys offer

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and how we make sure that your AI and contexts,

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that our systems are resilient and always available. And then

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finally, we’ll wrap it up and we’ll look at how

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you can use contexts that are AI as part of

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your business continuity plan. But before we get started, let’s

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do a quick audience poll. And so, everyone get your

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mouse ready. Which of the following is your top cloud

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contact center and or AI security concerns? So, again, your

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top concern, is it a, continuous security monitoring and threat

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detection? Is it b, controlling access to customer data? Is

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it c, data encryption while in transit or at rest?

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Or is it d, compliance and regulatory requirements? So, again,

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your top security concern when it comes to contact center

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or AI? Okay, let’s go ahead and look at the

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poll results. Interesting, compliance and regulatory requirements. That’s really important.

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Kishor, Toby, Janelle, anything you want to add or you

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find interesting about this? It sounds exactly right to me.

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Yeah, for sure. I was expecting, this is what we

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hear every time from our customers. I was actually thinking

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that the second one would be a little higher, however, it’s interesting

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to see 14% chose the third option, but certainly compliance

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and regulatory is key and we’ll talk more about that

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later, I know. Awesome. So, before we jump into security

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topics, I think it’d be best if we set the

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stage a bit and let’s ease our way into security

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by having some of our experts tell us a little

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bit about how to use AI in your contact center.

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Kishor, first step, tell us a little bit about contact center AI.

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And can you share some examples of companies who have

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adopted contact center AI and how they integrated that into

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their contact center? Sure. Thanks, Wendy. So, contact center AI offered

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by Google and Genesys is an integrated solution. And what it

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means is that it gives you the best of both worlds. Genesys

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is a leader in contact center space and Google is

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in AI space. So, we come together, we integrate our

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products and we offer it to our end customers. It is an

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omnichannel solution so that means you can have a chat

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integration, voice integration and social media integration out of the

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box. Typically, contact center AI solution needs to take care

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of three different kinds of stakeholders. First stakeholder is the

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end customer. So, end customer calls in into the contact

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center and they are either interacting with the bot or

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they are interacting with the human agent. So, human agents

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are our second stakeholders. And the third stakeholder are basically

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agent managers or customer experience executives because they need transparency

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into the contact center. Remember contact center, mostly handles unstructured

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data that is like voice or chat. And it is

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very important to take this unstructured data and create structure and information out of this data. And Google AI can help you dig this unstructured data and

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create structure out of it. Toby, do you want to

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add something to that? Yeah, definitely. I think that I’d also like to break

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it down a little bit about where the technology comes

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from and what it actually means for contact center operators.

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So, just to set a little bit of interesting background

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here. So, contact center AI is actually made up of,

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I’d say three big separate components that are integrated into

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Genesys ecosystem. One of them is CCAI virtual agents, which is based

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on a piece of software called Dialogue Flow. Dialogue Flow

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is actually a platform that’s used program, Google Assistant at

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Google. So, this is actually the same piece of software

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that developers use to actually build their voice applications for

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AI assistance. On the second one is Agent Assist. This

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is actually a piece of software prides provides AI augmentation

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for our contact center agent’s job helping them go and

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fill in fields automatically or giving them turn by turn

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guidance for solving a complex issue. And finally, there’s also

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Insights AI. And so, what this does is it actually

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surfaces all the information that the artificial intelligence is actually

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seeing out in the field at your contact center in

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a digestible format. So, what does it actually mean? Especially,

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I would say Dialogue Flow is the one CCAI virtual agent,

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which based on Dialogue Flow is when I get the most questions

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on from contact center operators. This is a combination of

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some things there are net new and also things that

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are kind of just like next generation of tasks you

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already do for your contact center. I’d say the most

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relatable thing is the thing that most next generation. So,

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if say your program menu, oftentimes nowadays you’ll use a

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keyword recognition system, something where if somebody says something like

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pay my bill, that will go to the pay bill

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menu and walk you through that. The next generation gear,

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when you actually using something like CCAI virtual agent is

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people can express themselves however they want and the system

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will still capture it. So, something like, ” Hey, I want

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to pay my bill now. Is it possible to do

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it by a credit card?” It would be able to

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actually go and pick up that utterance and still classify

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the intent as being pay my bill, even though it

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was very open ended and freely expressed. I would say

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that menu replacements tend to be the first step that

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most people actually do when they use the system. And

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then they tend to move on to much more sophisticated

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use cases, where we do say automated diagnostics or a

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resolution of issues even if it’s quite complex. Anything else

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you think I should add Kishor? How about some examples of

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type of customers we work with? Oh, yeah, definitely. I

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would say that the breakdown is very interesting. I would

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say that healthcare, finance and telecommunications have really been driving

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most of our business at their onset. They definitely benefit

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the most from having a very sophisticated AI at the

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center of their contact center, because they tend to deal

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with very complex issues that also overlap with a lot

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of regulations, compliance, a lot of laws and frameworks around

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like when you can bill people, when you can’t, when

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you can talk about certain types of personal information and

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when you can’t. And so, all those business rules and

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business process that are in those types of organizations definitely

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drove a strong need to have more sophisticated tooling for

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providing automation around it. However, some of my customers that

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have scaled up the furthest so far have actually been

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retailers because their business can iterate very quickly. And so,

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they’ve actually already started to build things like automated appointment

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scheduling, automating returns and these sorts of use cases. Thanks,

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that’s a great explanation. Janelle, maybe you could tell us

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a little bit about some of the AI use cases that you’re

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seeing organizations deploy and the problems they’ve solved. Yeah, absolutely.

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And we see very similar industries that Toby mentioned adopting

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our AI applications as well. And certainly the ones where

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we integrate with Google CCAI come into play virtual agent,

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agent assist, even from the insights perspective. But in addition

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to those and to compliment those, we have additional ones

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that support both stakeholders of improving the customer experience as

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well as improving the employee experience. So, a couple of

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examples that come to my mind, Wendy are predictive engagement,

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where upfront, for example, I could be researching loan rates

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with my financial services company. And I may be part

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way through filling out a form when the bank behind

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the scenes is monitoring my behavior on their website real

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time and predicting the outcome based on that behavior, as

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well as any other data that they might have about

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me. And in that moment of truth before, maybe I

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go away from that website and look at other banks

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online, they may offer me a special promotion or offer

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me an invitation to chat or request a call back.

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So, that’s another AI application that can compliment, and maybe

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even front end the virtual agent that could then pop

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up in that invitation with Google CCAI and do some

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more prompting and collect some more information before routing it

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to that very best alone loan agent. Then on the

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employee journey side of things, one of the other AI

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applications that come to mind really relate to more accurate,

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as well as accelerated forecasting and scheduling so that when

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that loan a specialist needs to be staffed, we can

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utilize all of that employee data, as well as the

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demand, a much more sophisticated perspective to get to really

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the highest accuracy rates and getting the right people staffed

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to handle the expected demand. So, workforce engagement management, absolutely

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important and broadly used use case for AI as well

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as predictive engagement that supports not even just improving customer

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experience, but also driving sales and marketing. We see financial

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institutions have four times conversion rates and at 60% a

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lower cost per lead with that application. So, a lot

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of business results and business outcomes versus just having AI

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for the sake of AI, which I think especially in

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this day and age is what matters most the business

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outcome that we’re driving towards. Yeah, absolutely. Good response there.

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Okay. So, one of the questions we received from customers

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frequently is what is Dialogue Flow? And maybe Toby, you

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can take this one and how does it integrate with

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my contact center? Yeah, definitely. I know I alluded to

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it a little bit before but Dialogue Flow is the platform that you actually

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build artificial intelligence automation in. And so, this would be things

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like actually if you’ve ever built IVR trees before, this

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is kind of a version of that. But if you

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were building, let’s say the same technology that powers Google

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Assistant so you can build a bit more flexible of

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designs. It’s also designed to be used by non- programmers.

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And so, that is you should be able to be

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productive on this even if you don’t actually have a

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background in IT. But that was a major goal of

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us in designing this platform. So, overall, like I would

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say what Dialogue Flow does is it allows you to

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build conversational experiences with your customer, but it allows you to move

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from just automation to actually designing real user experience. So,

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how does it integrate with Genesys? We’ll say like you

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all have something called Up Foundry and you can actually

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use this to go and add a contact center AI

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virtual agent powered by Dialogue Flow into your existing contact

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center. And we think this is especially important because there’s other systems

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out there that exist that actually require you to rip

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and replace your contact center to add in artificial intelligence.

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And really our view on this is that you shouldn’t

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have to go through a lot of cost and complexity

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to be able to adopt next generation of AI. You should be able to just put

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it right into your existing contact center that you already

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know and love. Yap, absolutely. It should be easy. So, let’s

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get started on the security topic with a few questions

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where you receive around data protection. We know this is

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top of mind for many organizations and we want you

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to know what we’re doing to secure and keep your

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data protected. We’re going to answer questions that relate to

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both cloud contact center security and AI security, but let’s

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start with Genesys and cloud contact center data protection. Janelle,

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a common question that we hear from customers is how

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does Genesys provide security for multi- tenent cloud environment? We

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do get that question a lot. So, multi- tenent environment security

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is enforced with essentially barriers and controls that keep your

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data completely separated from everyone else’s allowing secure access to

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yours and your data only. We’re regularly testing these controls

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to ensure the access is secure, and each organization is

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completely isolated within these barriers. Great. And how is that

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data encrypted? I would say it’s encrypted with a TLA

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called TLS, Transport Layer Security. Genesys applications interact with cloud

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servers over transport layer security transmission. And what that does

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is it ensures the highest level of security when your

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data is in transit. The transport layer security, it terminates

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only within the Genesys network. So, you can be assured

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that your sensitive data at rest is encrypted using what’s

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called AES- 256. These keys are encrypted with a regular

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00:20:41,000 –> 00:20:45,840
rotated set of master keys for extra security. Great. And

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how does Genesys manage storage of transcripts and other data?

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Is it local or is it in the cloud? Call

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recordings, screen recordings, transcripts, they’re all encrypted using an individual

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customer key that can only be decrypted by the customer

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who owns them. Our encryption algorithm uses strong 3072 that

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public private key pairs to create unreadable records that may

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be safely stored off premises. And the use of long

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and strong cryptographic keys provides an effective defense against those

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brute force attacks that we’re trying to all protect ourselves

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from. The public and private keys in a pair are

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mathematically linked. The private key is used to decrypt anything

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encrypted by its corresponding public key. It’s recommended that an

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organization change those encrypted keys on a regular basis for

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added security. And we also have security destruction, policies and

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controls in place to destroy your data from our environment

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when and as needed. I’ll also add that retention policies

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are managed by you and can be established by you

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to suit your business needs. And contact center managers can

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select recordings and transcripts to be protected from deletion for

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legal and other reasons as well. Great. Let’s shift to

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Google now. Kishor, does Google look at my customer’s data?

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This is a common question. And can Google view customer data

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or other GCP customers view my data or another company’s

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data? We do hear this concern from customers all the

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time, and I understand why there is this concern. So, let me make it explicitly clear that Google Cloud does not share

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or use or has access to any customer data store

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in the cloud, in any format. Very similar to what

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Janelle explains that all the data is encrypted using a

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key, and that is a customer key. All the data

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in transit and address is encrypted and cannot be accessed

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by Google cloud, or in fact, anyone else. Your data

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is yours and you control what happens to your data.

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We do not use it for any purpose. With the

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exception that if you file a support ticket with us

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and you give us explicit permission to look at your

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data to solve a problem, then we will look at

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your data, but that’s very explicit and you will get

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to know that we have accessed data who, when and

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why and what data is accessed, but that’s only for

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solving a problem at a specific point in time. And

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Toby, does this apply to transcripts? How are those transcripts

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stored? Are they local, or are they stored in the

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cloud? Pretty similar answer to what Kishor just gave, which

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is that it turns out if we want our customers

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actually buy cloud software from us, they really want a

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lot of control over their data. And so, that’s what we

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give them. So, yeah, I mean, in terms of transcripts,

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I would really separate the answer into two different buckets.

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One is what about audio transcripts. So, actual recordings of

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what people are saying. And one is about text transcripts.

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Audio transcripts, very easy to talk about. By default we

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don’t store audio recordings at all. You can opt to

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do that via Genesys or via Google Cloud storage, however

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you wish, if you program it that way. But we

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actually won’t do that by default. Text transcripts on the

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other hand, this will be, say what Google texts to

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speech, which is part of Dialogue Flow that text transcripts

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are stored by default. But you have a lot of

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options in the way that you can actually control this.

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You can store it in your own database on premises,

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you can store it in a Google Cloud buckets. You

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can store it in any other type of cloud database

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really anything you want and via that direction, you can

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also control retention periods, what region that text is actually

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stored in or anything else that you would probably care

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about. Additionally, I would say as a best practice most

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of our customers will actually redact any customer logs that

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they have, any utterances that their end customers are actually

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saying it’s their contact center systems so that, especially if

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they mentioned something like, ” Hey, is it possible to mail

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that card to my address at 1234 Main Street?” That

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00:25:38,930 –> 00:25:42,240
address is actually redacted from the logs, thus minimizing your

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security exposure. So, long story short is just like anything

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00:25:48,240 –> 00:25:51,460
else you have full control over your data. And Google

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is not using it for any purpose for itself, it’s

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just for you. And I think one of the top

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questions you probably received, Toby is what data is used

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for training the AI models? Also an excellent question. The

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data that you use to train AI models will be data

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that you provide. So, let’s say for instance that you’re

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00:26:20,670 –> 00:26:25,050
programming a CCAI virtual agent intent for paying your bill,

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an example that we gave earlier. But you may go

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and insert training phrases into that that tells the system

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how to recognize that somebody wants to pay their bill.

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00:26:33,820 –> 00:26:36,860
It might be something like, ” I want to pay my

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00:26:36,860 –> 00:26:42,710
bill today. Or how do I pay my bill? Or

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I have money I’m ready to pay.” So, you might

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00:26:45,730 –> 00:26:49,640
feed all of those what are called training phrases into

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the system. And the system would know that if it

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00:26:51,760 –> 00:26:54,500
sees something similar to that, that it would go and

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recognize the intent pay my bill. So, that’s the training

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00:26:57,130 –> 00:27:01,610
input data. So, you actually go and supply that as

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00:27:01,610 –> 00:27:03,800
a customer or you pay a system integrator, go ahead

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00:27:03,880 –> 00:27:07,270
and do that for you. Importantly, and this is true

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00:27:07,270 –> 00:27:10,440
for all artificial intelligence, not just for CCAI virtual agent

401
00:27:10,440 –> 00:27:12,960
and Dialogue Flow. You should make sure that there’s no

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00:27:12,960 –> 00:27:16,440
PII in that data. You don’t want to be training AI models on

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00:27:16,440 –> 00:27:18,940
PII, because then it’s going to be making inferences based

404
00:27:18,950 –> 00:27:20,990
on the PII that you put in there. And it

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00:27:20,990 –> 00:27:24,760
may be inferring things about other customers PII when it’s

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00:27:24,760 –> 00:27:29,210
talking to a different customer. So, you supply the data

407
00:27:29,210 –> 00:27:32,560
and you own that data and we don’t use it

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00:27:32,560 –> 00:27:35,580
to train other models per se, other customers, it’s just

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00:27:35,580 –> 00:27:41,410
for you. Good to know. Kishor, how is my customer’s

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00:27:41,410 –> 00:27:50,220
data on CCAI encrypted and secured? Sure. So, I actually

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00:27:50,480 –> 00:27:53,570
a few questions about that if everything in the Google

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00:27:53,570 –> 00:27:59,270
Cloud is encrypted. So, it’s no different for CCAI. CCAI being

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00:27:59,270 –> 00:28:02,730
an integrated solution So the piece of the technology, which

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00:28:02,730 –> 00:28:07,390
lives in Google is very similarly encrypt data, in transit

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and address. And I think Janelle mentioned how they encrypt

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00:28:11,540 –> 00:28:14,450
data on the Genesys side. So, when you bring both

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00:28:14,450 –> 00:28:18,130
of these solutions together, all your data once it enters

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00:28:18,680 –> 00:28:25,180
either Genesys infrastructure or our infrastructure is encrypted and stored

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encrypted all the time. Right. I think one of you

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00:28:31,400 –> 00:28:33,870
touched on this earlier, but this question just came in

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from the audience about redacting sensitive information. How do you

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00:28:39,270 –> 00:28:42,970
do that? Could you touch on that again? Yes. I

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00:28:42,970 –> 00:28:45,320
can see actually there are two questions here by audience

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00:28:45,320 –> 00:28:48,930
that, how do you do redacting? So, yes, this is one of

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00:28:48,930 –> 00:28:51,910
the most common questions we get asked that how do

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00:28:51,910 –> 00:28:55,760
you remove PII information? And I think it will be mentioned

427
00:28:55,760 –> 00:29:00,950
that briefly that how do we handle it? So, once

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00:29:00,950 –> 00:29:04,010
the data comes in, in any format like chat or

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00:29:04,110 –> 00:29:07,390
voice, of course, voice gets converted again into the text

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00:29:07,730 –> 00:29:10,310
and it’s handed over to Dialogue Flow. So, the flow

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00:29:10,310 –> 00:29:14,550
starts from Genesys and comes into the Dialogue Flow. There

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00:29:14,900 –> 00:29:17,410
is a step where this information has to go into

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00:29:17,410 –> 00:29:20,680
the backend systems of the customer, because let’s say for

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00:29:20,680 –> 00:29:23,990
example, the customer is asking for billing information. And for

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00:29:23,990 –> 00:29:27,190
that, we need the account, which is a PII information.

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00:29:27,190 –> 00:29:30,530
Or customer is providing a credit card number, which is

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00:29:30,530 –> 00:29:34,090
again, a PII information. So, that information goes to the

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00:29:34,090 –> 00:29:39,360
backend, but before we store the transcription logs on the

439
00:29:39,360 –> 00:29:43,700
desk, we redact it and we do mask it so

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00:29:43,870 –> 00:29:46,350
it’s not like we created an empty space between the

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00:29:46,350 –> 00:29:50,640
text, we mask it. We use cloud data loss prevention,

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00:29:50,640 –> 00:29:53,590
API. This is a API which is available on its

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00:29:53,590 –> 00:29:56,530
own to the customer by Google Cloud, but it’s also

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00:29:56,870 –> 00:30:01,490
internally used by CCAI. So, it has standard 26 formats,

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00:30:01,490 –> 00:30:04,170
which you can use for redaction and masking and keep

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00:30:04,170 –> 00:30:09,140
the formatting. Also, you can define and create your own

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00:30:11,990 –> 00:30:15,700
masking. For example, you have an alphanumeric account number and

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00:30:15,700 –> 00:30:18,480
there is no standard format available, you can define your

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own format and master data that way. I’m a big

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00:30:23,250 –> 00:30:25,810
fan of that tool, Kishor. It’s so much easier than reg

451
00:30:25,870 –> 00:30:35,830
clause. Okay. So, let’s shift to access control and app

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00:30:35,830 –> 00:30:40,690
security. We know that preventing authorized access to systems and

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00:30:40,690 –> 00:30:43,750
tools is probably one of the best ways that we

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00:30:43,750 –> 00:30:49,010
can secure data. And most organizations that we speak with

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00:30:49,010 –> 00:30:53,460
ask us about three things. The first is authentication. Second

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is authorization, and the third is auditing. And I like

457
00:30:56,710 –> 00:30:59,610
to think of these as the three As of access

458
00:30:59,610 –> 00:31:03,690
control. So, let’s start with Genesys and one of the

459
00:31:03,690 –> 00:31:07,830
top questions we see from our customers. Janelle, how does

460
00:31:07,830 –> 00:31:13,560
Genesys manage authentication and role based access control? Well, let’s

461
00:31:13,560 –> 00:31:17,730
hit on two of those three As Wendy. So, Genesys

462
00:31:17,730 –> 00:31:25,380
authorized users, access Genesys cloud using multifactor authentication. So, I’ll

463
00:31:25,380 –> 00:31:29,420
use our activities, are logged and monitored and access by

464
00:31:29,420 –> 00:31:35,610
privileged users is reviewed periodically. Access is role- based and

465
00:31:35,610 –> 00:31:39,500
these access controls ensure that only users with the proper

466
00:31:39,500 –> 00:31:44,220
authority and legitimate business requirements are allowed to access on

467
00:31:44,240 –> 00:31:49,040
your data. We use something called OAuth authorization to hit

468
00:31:49,040 –> 00:31:52,620
on the second A there for secure access to third

469
00:31:52,620 –> 00:31:57,830
party applications without revealing any of those authentication details. And

470
00:31:57,830 –> 00:31:59,860
so, just to clarify a little bit more, if that’s

471
00:31:59,860 –> 00:32:05,240
a new term, if you’re listening in OAuth authorization. Authorization,

472
00:32:06,090 –> 00:32:09,180
the size of what an app can do and authentication

473
00:32:09,180 –> 00:32:15,520
can verify the user identity. Awesome. And Toby, do you

474
00:32:15,520 –> 00:32:22,310
want to hit on Google and? I think that’s a

475
00:32:22,310 –> 00:32:31,240
better question for Kishor. So, basically we integrate with GCBIAM,

476
00:32:34,890 –> 00:32:38,810
GCBIAM controls identity and access management across GCB products, and

477
00:32:38,810 –> 00:32:43,420
then that means twofold for CCAI components and a twofold

478
00:32:43,740 –> 00:32:46,670
Dialogue Flow. So, there are different roles which are at

479
00:32:46,670 –> 00:32:49,640
different levels. So, you have a developer role as well as

480
00:32:49,640 –> 00:32:53,150
a non developer role for Dialogue Flow earlier with Toby mentioned

481
00:32:53,150 –> 00:32:56,450
that Dialogue Flows are good also for non- developers to

482
00:32:56,450 –> 00:33:00,700
create a conversational AI. So, these different rules are available

483
00:33:00,700 –> 00:33:04,950
and you can give access to people with different roles

484
00:33:05,360 –> 00:33:11,390
as well as that are API level basically roles, which

485
00:33:11,390 –> 00:33:15,880
while integration between Genesys and the customer, that is sorry, Genesis

486
00:33:16,440 –> 00:33:19,750
and Google. I’m sure you don’t want the partner to

487
00:33:20,010 –> 00:33:22,980
have access to everything. And I think we already answered that you

488
00:33:22,980 –> 00:33:26,030
own your data. So, what level of access does the

489
00:33:26,030 –> 00:33:29,050
partner gets can also be defined at a very granular

490
00:33:29,050 –> 00:33:38,240
level. Right. And Kishor, when it comes to continuous security and

491
00:33:38,240 –> 00:33:45,160
audit mechanisms, what mechanisms does Google have in place to

492
00:33:45,160 –> 00:33:54,110
protect those systems? So, what are we trying to protect?

493
00:33:54,170 –> 00:33:56,700
The most important data we are trying to protect is in the CCAI

494
00:33:56,700 –> 00:33:58,680
space, of course, in general, we are trying to protect

495
00:33:58,680 –> 00:34:02,190
everything which customer gives us, but in CCAI space is

496
00:34:02,190 –> 00:34:06,030
the conversational logs. And there are two different kinds of

497
00:34:06,030 –> 00:34:08,790
logs. One is the conversational logs and another is the

498
00:34:12,160 –> 00:34:17,030
application log. So, for application logs, GCB will write something called Cloud Operations,

499
00:34:17,030 –> 00:34:20,240
and previously it was known as tack driver, which lets

500
00:34:20,240 –> 00:34:27,040
you basically log, debug trace, monitor and do the notification

501
00:34:27,040 –> 00:34:31,250
and alerting. All these functionality is available in one place.

502
00:34:31,520 –> 00:34:35,030
So, no matter what GCB products you are using, you

503
00:34:35,030 –> 00:34:38,010
can do all of these functions for that product that

504
00:34:38,010 –> 00:34:41,590
also includes Dialogue Flow. That means any API call on the dialogue

505
00:34:41,590 –> 00:34:46,530
flow can be looked at, you can set up a

506
00:34:46,530 –> 00:34:49,530
notification. If something is breaking a post, you can set up

507
00:34:49,530 –> 00:34:55,190
a notification. And with conversational logs now that is important.

508
00:34:55,190 –> 00:34:59,620
This is where your… Again, it’s your choice. You may

509
00:34:59,620 –> 00:35:02,480
store or not store PII information as part of the

510
00:35:02,480 –> 00:35:07,170
conversation logs. But even if you redact the PII information,

511
00:35:07,250 –> 00:35:11,840
this is very sensitive information. So, again, it is encrypted

512
00:35:12,900 –> 00:35:16,960
and we provide something called access control, transparency. That means

513
00:35:17,610 –> 00:35:20,680
that let’s say you call at Google or Genesys, and

514
00:35:20,680 –> 00:35:23,340
you will say that there is a problem in the

515
00:35:23,340 –> 00:35:27,280
system. And we need to look at this data specifically

516
00:35:27,280 –> 00:35:32,010
conversational logs with your explicit permission, we will look at

517
00:35:32,010 –> 00:35:35,360
that data, but at the same time, we will do

518
00:35:35,360 –> 00:35:38,790
the logging that who looked this long, why this log

519
00:35:38,790 –> 00:35:42,100
was looked at, and one point in time. And then you

520
00:35:42,100 –> 00:35:46,510
can set up notification, that means you all security and compliance team is

521
00:35:46,510 –> 00:35:52,160
aware that what is going on. Good to know, and to know… Oh

522
00:35:52,160 –> 00:35:55,440
yeah, go ahead. Maybe from a people perspective, if I

523
00:35:55,440 –> 00:35:59,440
could answer that, from Genesys’ point of view, we are

524
00:35:59,440 –> 00:36:03,730
continuously security monitoring with a group of experts that monitor

525
00:36:03,730 –> 00:36:08,710
the systems 24/ 7, using a comprehensive set of tools

526
00:36:08,710 –> 00:36:13,670
and processes and industry best practices. So, drilling into that

527
00:36:13,670 –> 00:36:16,640
a little bit more, we have a large number of

528
00:36:16,640 –> 00:36:24,500
security, engineers, security analysts, penetration testers, ethical hackers, and compliance

529
00:36:24,500 –> 00:36:29,610
analysts. They’re all in house to keep our offering secure

530
00:36:29,610 –> 00:36:32,300
and compliant. And all of these experts have a wealth

531
00:36:32,300 –> 00:36:37,440
of industry experience and security monitoring, their responsibilities include event

532
00:36:37,440 –> 00:36:42,580
monitoring, intrusion detection, logging, and alerting and then vulnerability and

533
00:36:42,580 –> 00:36:47,710
incident response management. And we’re also providing audit mechanisms across

534
00:36:47,710 –> 00:36:53,120
events, user access, and administration to go with it. Great.

535
00:36:56,070 –> 00:36:59,960
Here’s a user common question. Maybe Toby, we could start with

536
00:36:59,960 –> 00:37:03,890
you. If my customer already has their data in Google

537
00:37:03,890 –> 00:37:07,740
Cloud platform, will they be able to access and use

538
00:37:07,740 –> 00:37:15,150
this data through CCAI? Yap. I would say generally, yes.

539
00:37:15,990 –> 00:37:18,850
I think that the most key thing to consider here

540
00:37:18,850 –> 00:37:21,780
is exactly what Kishor talked about earlier, which is identity

541
00:37:21,780 –> 00:37:24,870
and access management also called IEM in the cloud world.

542
00:37:27,050 –> 00:37:30,020
If you have authorization to use that data within your

543
00:37:30,020 –> 00:37:34,150
company, then you can use that data. Generally, as part

544
00:37:34,150 –> 00:37:37,200
of your deployment process with CCAI, you may actually go

545
00:37:37,200 –> 00:37:41,250
ahead and ask your cloud administrator to give whoever the

546
00:37:41,250 –> 00:37:45,580
developers are of that system or whoever’s administrating CCAI as

547
00:37:45,580 –> 00:37:50,340
a system on Genesys to give them the appropriate roles

548
00:37:50,340 –> 00:37:54,110
and permissions to actually use that data. Typically, this data

549
00:37:54,110 –> 00:37:57,410
is going to be something like maybe conversation logs from

550
00:37:57,410 –> 00:38:01,050
previous interactions, which you might use as training data for

551
00:38:01,050 –> 00:38:06,500
your future designs. It may also be say customer databases

552
00:38:06,500 –> 00:38:09,610
you use to automatically resolve queries. So, maybe you may

553
00:38:09,610 –> 00:38:12,730
go and check to see what a customer’s billing zip

554
00:38:12,730 –> 00:38:16,030
code is in a database, to be able to tell whether or not

555
00:38:16,030 –> 00:38:18,140
somebody is authorized to make a change to an account,

556
00:38:18,320 –> 00:38:21,710
or to just provide a provide an account validation question.

557
00:38:25,980 –> 00:38:28,980
Great. Looks like we answered this question, but this just

558
00:38:28,980 –> 00:38:35,470
came in via the live audience. Can the CCAI customer

559
00:38:35,470 –> 00:38:39,630
access the transcripts and can a partner access transcripts? I

560
00:38:39,630 –> 00:38:43,180
think you’ve touched on this Kishor. Yes. So, I would

561
00:38:44,210 –> 00:38:46,900
simply say, I think between me and Janelle and Toby,

562
00:38:46,900 –> 00:38:49,170
we’ve answered this question in a different format, but what

563
00:38:49,170 –> 00:38:53,010
I would say is that we take access security very,

564
00:38:53,010 –> 00:38:56,390
very serious, but it is important for us. It’s important

565
00:38:56,390 –> 00:38:59,780
for Genesys because we understand that is as you see

566
00:38:59,780 –> 00:39:02,050
the voting resides, this is the biggest concern for our

567
00:39:02,600 –> 00:39:07,570
customer. And what does that mean? That means that nobody

568
00:39:07,570 –> 00:39:12,110
has access to these transcripts except the customer themselves, even

569
00:39:12,930 –> 00:39:16,770
for the customers, with the help of IIM, they can choose their

570
00:39:16,770 –> 00:39:20,600
own employees have access to this data or not. That

571
00:39:20,600 –> 00:39:23,900
is true again for the partners. Partners will not have

572
00:39:23,900 –> 00:39:27,830
access by default. So, you have to explicitly grant the

573
00:39:27,830 –> 00:39:33,070
access permission to the partners, again for highly regulated environment.

574
00:39:33,730 –> 00:39:36,240
Most of the times nobody has access to this transcript.

575
00:39:37,050 –> 00:39:39,990
Too for Dialogue Flow, you can control who gets access

576
00:39:39,990 –> 00:39:47,250
to this and finally some things I mentioned in the… Sorry, there was some echo.

577
00:39:47,370 –> 00:39:49,610
But finally, I think I haven’t mentioned that I mentioned

578
00:39:49,610 –> 00:39:54,130
earlier the only simple use case where we get access

579
00:39:54,130 –> 00:39:56,900
to the transcript blogs is when you have an on

580
00:39:56,900 –> 00:40:01,370
call engineer access, transcript blogs for troubleshooting purpose. This access

581
00:40:01,370 –> 00:40:04,570
is again, taught and tracked and available for reporting anytime using

582
00:40:04,570 –> 00:40:12,830
access control transparency. That’s great. Thank you. Let’s go ahead and shift gears to compliance

583
00:40:12,920 –> 00:40:17,020
and resiliency and how they play a part in keeping

584
00:40:17,020 –> 00:40:21,650
systems secure. Let’s look at some regulations that have been

585
00:40:21,650 –> 00:40:25,910
put in place like GDPR to protect consumers and payment

586
00:40:25,910 –> 00:40:30,780
card protection standards, all of these, of course, designed to

587
00:40:30,780 –> 00:40:35,280
protect an organization, minimize risk which can be costly if

588
00:40:35,280 –> 00:40:40,380
it’s not managed well not to mention disturbing trust with

589
00:40:40,380 –> 00:40:46,530
your customers, citizens, constituents, consumers. And as you can imagine,

590
00:40:46,530 –> 00:40:49,780
many companies around the world care about this deeply as

591
00:40:49,780 –> 00:40:53,550
we saw in the poll earlier. So, why don’t we

592
00:40:53,550 –> 00:40:59,410
start with Genesys what security and compliance standards do you

593
00:40:59,410 –> 00:41:04,210
offer, Janelle? Large. And so, since this is such a

594
00:41:04,210 –> 00:41:07,110
hot topic based on our poll, let’s go into a little bit

595
00:41:07,110 –> 00:41:10,720
more details here. So, we support high level of compliance

596
00:41:11,020 –> 00:41:16,480
with many standards and regulations worldwide. The list is pretty

597
00:41:16,480 –> 00:41:25,800
extensive Soc 2, PCI, GDPR HIPAA, coupled with ISO, privacy

598
00:41:25,800 –> 00:41:31,880
shield compliance and USEU, and US Switzerland data transfer requirements.

599
00:41:31,880 –> 00:41:36,540
And I bet Google’s list is even longer. So, same

600
00:41:36,540 –> 00:41:45,080
question to Toby. Yeah, pretty similar answer. I think that

601
00:41:45,080 –> 00:41:48,230
we overlap with most of those. But yeah, another really

602
00:41:48,230 –> 00:41:51,370
long list. The full list is available on Google Cloud’s

603
00:41:51,370 –> 00:41:54,520
website. The only thing I would add to this is

604
00:41:54,720 –> 00:41:57,530
say for things like HIPAA, of course, like software itself

605
00:41:57,530 –> 00:42:00,310
doesn’t come HIPAA compliant. Like you as an organization also

606
00:42:00,330 –> 00:42:03,780
have to operate in a HIPAA compliant way. But yeah,

607
00:42:03,780 –> 00:42:08,840
we do fulfill the requirements for most organizations. I would

608
00:42:08,840 –> 00:42:12,860
say the one exception is that we are still working

609
00:42:12,860 –> 00:42:18,000
on GDPR. So, and a couple of quarters we’ll be

610
00:42:18,000 –> 00:42:22,860
ready to be GDPR compliant out of the box. If you

611
00:42:22,860 –> 00:42:27,130
are a European customer then in the short term, you

612
00:42:27,130 –> 00:42:29,830
would have to do a bit of extra configuration to

613
00:42:29,830 –> 00:42:33,850
become GDPR compliant, but just talk to your local sales

614
00:42:33,850 –> 00:42:37,230
engineer or a solutions architect about how to accomplish that.

615
00:42:38,400 –> 00:42:45,410
Speaking of GDPR, Janelle how does Genesys handle removal of data

616
00:42:45,690 –> 00:42:51,060
from the models in relation to GDPR rights. I know

617
00:42:51,060 –> 00:42:54,470
Google touched on protecting PII data a little bit already,

618
00:42:54,480 –> 00:42:57,210
but from a Genesys perspective, we started our work on

619
00:42:57,210 –> 00:43:03,600
GDPR back in 2017, actually. We successfully completed a data

620
00:43:03,600 –> 00:43:09,070
inventory that determined every single location in which Genesys cloud

621
00:43:09,300 –> 00:43:13,950
stores and processes and transmits that PII data. So, every

622
00:43:13,950 –> 00:43:18,640
service and Genesys cloud includes an automated mechanism for data

623
00:43:18,640 –> 00:43:23,390
access and data deletion requests. For cloud, we created also

624
00:43:23,390 –> 00:43:29,210
a GDPR API that allows companies to implement their customer’s

625
00:43:29,210 –> 00:43:32,980
requests also to exercise their fundamental data rights. And with

626
00:43:32,980 –> 00:43:37,360
this API cloud users can establish a mechanism to easily

627
00:43:37,360 –> 00:43:41,330
access and manage their private data and the requests of

628
00:43:41,330 –> 00:43:46,490
their customers too. Awesome. And Kishor or Toby, anything to

629
00:43:46,490 –> 00:43:52,280
add on the GDPR front? Yeah. So, I think Toby

630
00:43:52,450 –> 00:43:57,020
replied to the GDPR, but even once we have it, it

631
00:43:57,020 –> 00:44:01,600
is important that any security is a partnership between us

632
00:44:01,600 –> 00:44:05,700
and the customer. And that is true for GDPR. We

633
00:44:05,700 –> 00:44:09,380
are the data locates and the server is our responsibility, but in

634
00:44:09,380 –> 00:44:13,690
turn handling the end customer data will be the responsibility

635
00:44:13,730 –> 00:44:18,040
of customer, like the retention timelines, or when to delete

636
00:44:18,840 –> 00:44:21,730
if the end customer is asking to remove their own

637
00:44:21,730 –> 00:44:26,230
data, our customers have to be responsible for removing that

638
00:44:26,230 –> 00:44:35,250
data. Right. Compliance is huge but also is ensuring access

639
00:44:35,250 –> 00:44:39,110
to systems and having our resilient contact center system. Janelle,

640
00:44:41,370 –> 00:44:44,480
maybe you can answer this first. How is resiliency in

641
00:44:44,480 –> 00:44:50,190
general system availability, communicated to Genesys and Google customer. So,

642
00:44:50,190 –> 00:44:54,170
for Genesys, how do we do that? Yeah, so we get that business

643
00:44:54,170 –> 00:44:58,400
continuity and resiliency is absolutely critical for your business and

644
00:44:58,400 –> 00:45:02,070
at Genesys. We believe in complete transparency, especially when it

645
00:45:02,070 –> 00:45:06,100
comes to cloud services availability. So, we publish that to

646
00:45:06,100 –> 00:45:08,720
the world, whether you’re a Genesys customer or not. So,

647
00:45:08,720 –> 00:45:10,680
if you want to check it out, go to status.

648
00:45:10,690 –> 00:45:15,430
mypurecloud. com and anyone can access our status page and

649
00:45:15,520 –> 00:45:19,900
view all of our regional systems operational status, including any

650
00:45:19,900 –> 00:45:24,620
outages or degraded services. We feel really strongly about maintaining

651
00:45:24,620 –> 00:45:27,860
transparency when it comes to our cloud systems and operational

652
00:45:27,860 –> 00:45:32,070
status. And so, to help keep ourselves accountable, we publish

653
00:45:32,070 –> 00:45:37,280
it to the world. And Kishor, what about Google? Yeah, I think that

654
00:45:37,280 –> 00:45:39,430
is true with us too, that we, of course, with a cloud

655
00:45:39,430 –> 00:45:42,410
provider, we are supposed to publish the status of all

656
00:45:42,410 –> 00:45:46,470
the services. So, on Google cloud that is a status

657
00:45:46,470 –> 00:45:48,230
page where you can see the status of all the

658
00:45:48,860 –> 00:45:53,040
services. And we also send notifications to our customers if

659
00:45:53,040 –> 00:45:57,280
service pulls down, unfortunately that’s the reality that things do

660
00:45:57,280 –> 00:46:00,090
go down, but also the way we have set up

661
00:46:00,090 –> 00:46:03,540
the support infrastructure between Genesys and us, which is very

662
00:46:03,540 –> 00:46:07,480
important for our end customer, that between us, if something

663
00:46:07,480 –> 00:46:10,480
goes wrong, the customer doesn’t only have to work with

664
00:46:10,480 –> 00:46:13,200
one of us. And that’s probably Genesys where you make

665
00:46:13,200 –> 00:46:15,600
a call and you say something is wrong and we

666
00:46:15,600 –> 00:46:19,880
work together to resolve the issue. So, we’ve figured out where things

667
00:46:19,880 –> 00:46:23,490
are going wrong, but our support takes care of all

668
00:46:23,490 –> 00:46:29,180
of this as a part of integrated solution. Awesome. And

669
00:46:29,180 –> 00:46:35,090
another important question we received is what are your SLAs? Janell, you want

670
00:46:35,090 –> 00:46:39,770
to take that? Yep. So, resilient systems we know are

671
00:46:39,770 –> 00:46:42,520
core to your business strategy. So, they’re core to our

672
00:46:42,520 –> 00:46:49,170
business strategy. So, we offer continuous service 24/7, 365 days

673
00:46:49,180 –> 00:46:52,440
a year, and we strive for a 100% uptime. And

674
00:46:52,440 –> 00:46:56,240
I’m proud to say between February and now at the

675
00:46:56,240 –> 00:46:58,720
time of this recording in early May, we’ve had a

676
00:46:58,720 –> 00:47:04,010
100% uptime across every region, where Genesys cloud is deployed.

677
00:47:04,650 –> 00:47:08,410
So, I’ll add as well, except for scheduled downtime in

678
00:47:08,410 –> 00:47:11,490
which we offer at least three days notice. So, you

679
00:47:11,490 –> 00:47:14,840
can be prepared and which will not exceed five hours

680
00:47:14,840 –> 00:47:18,770
a month so you can be assured about that. And

681
00:47:18,770 –> 00:47:22,900
we do stand behind our resiliency SLA2. So, we offer

682
00:47:22,900 –> 00:47:29,770
credits back to you if downtime drops below 99.99, but

683
00:47:29,880 –> 00:47:36,240
you can be assured that we’re regularly achieving 99.995 or

684
00:47:36,240 –> 00:47:46,480
higher, which is about 27 minutes year downtime. Awesome. Yeah,

685
00:47:47,090 –> 00:47:50,700
I think we strive for very similar numbers. Google being a

686
00:47:50,700 –> 00:47:53,010
cloud provider. Of course, it is very critical for us

687
00:47:53,010 –> 00:47:56,840
to have high SLA numbers three nines, four nines, I

688
00:47:58,970 –> 00:48:02,680
cannot unfortunately like Janelle give you specific numbers because Google

689
00:48:02,680 –> 00:48:06,740
cloud has many, many products and different products have different

690
00:48:06,840 –> 00:48:11,700
SLAs. So, I would request, everybody in the audience to

691
00:48:11,700 –> 00:48:14,410
look at our SLA pages for our products. And then

692
00:48:14,410 –> 00:48:18,080
they are very explicitly mentioned that what kind of SLAs

693
00:48:18,190 –> 00:48:24,820
we provide. Point is transparency. It’s provided online by cloud

694
00:48:24,820 –> 00:48:31,720
companies. Let’s go ahead and, before we move to Q and A,

695
00:48:31,720 –> 00:48:36,680
let’s just talk a little bit about business continuity. These

696
00:48:36,680 –> 00:48:41,060
last several weeks have been a challenge for every business

697
00:48:41,060 –> 00:48:45,080
around the world, and it’s really highlighted the need for

698
00:48:45,080 –> 00:48:48,550
a well honed business continuity plan that covers a broad

699
00:48:48,550 –> 00:48:52,760
range of scenarios. So, let’s go to Janelle on this

700
00:48:52,760 –> 00:48:56,700
topic and tell us how Genesys and Google have been

701
00:48:56,700 –> 00:49:01,390
partnering to provide business continuity. Sure. I’m proud to be

702
00:49:01,390 –> 00:49:06,050
partnering with Google, always, and especially during these times, as

703
00:49:06,050 –> 00:49:10,210
we came out with a joint solution, powered by Genensys cloud and

704
00:49:10,210 –> 00:49:17,110
Genesys, a Google cloud CCAI so that, companies across the

705
00:49:17,110 –> 00:49:23,330
globe could very easily handled spikes in call volumes, especially

706
00:49:23,330 –> 00:49:26,810
related to COVID- 19 questions. So, think of some of

707
00:49:26,810 –> 00:49:33,970
the industries that Toby mentioned earlier with healthcare, financial services,

708
00:49:34,080 –> 00:49:39,530
retail, even government. Really, as a first line of response

709
00:49:39,610 –> 00:49:46,360
through an automated of virtual agent that provides 24/7 conversational

710
00:49:46,360 –> 00:49:50,200
self- service supported, not just in the voice channel, but

711
00:49:50,200 –> 00:49:54,430
across chat and messaging as well. And this offer is

712
00:49:54,960 –> 00:49:59,790
out for you to consume a free, up and running

713
00:49:59,790 –> 00:50:02,670
in one to two weeks. And the offer is valid

714
00:50:02,670 –> 00:50:08,170
till July 31st with our combined solution. Awesome. Thank you.

715
00:50:09,280 –> 00:50:14,480
So, that brings us to some time for Q and A so

716
00:50:14,480 –> 00:50:16,560
we can take some live questions. Josh, you want to

717
00:50:16,560 –> 00:50:22,480
kick it off? I’d be happy to. So, just so

718
00:50:22,750 –> 00:50:26,790
everybody’s aware we only have about seven or so minutes

719
00:50:26,790 –> 00:50:29,620
to go through Q and A but don’t fret if

720
00:50:29,620 –> 00:50:32,240
we do not answer your question aloud, which might happen,

721
00:50:32,900 –> 00:50:34,760
we will follow up with you via email within the

722
00:50:34,760 –> 00:50:38,090
next few business days. So, with that, I think we

723
00:50:38,090 –> 00:50:39,730
are good to kick it off with our first question,

724
00:50:39,930 –> 00:50:47,550
Wendy. Looks like we’ve got a question here, is the data saved

725
00:50:47,550 –> 00:50:53,020
on both Google and the Genesys system and how the

726
00:50:53,020 –> 00:50:57,050
data not only PII in general is used between the

727
00:50:57,050 –> 00:51:04,380
two systems, if I’m interpreting that question, right? Maybe, Kishor

728
00:51:05,600 –> 00:51:09,330
will consider that. I think, I can get that question if you want. Kishor, do you prefer

729
00:51:09,330 –> 00:51:15,560
to take it? No, go ahead Toby, please. So, the

730
00:51:15,560 –> 00:51:18,130
data, I mean, I’d say like the data that CCAI

731
00:51:18,160 –> 00:51:22,480
uses can be on either or both systems just depending

732
00:51:22,480 –> 00:51:27,540
on the configuration for your particular organization. So, in particular,

733
00:51:27,540 –> 00:51:31,750
I would say that the most common way that I

734
00:51:31,750 –> 00:51:36,450
see data passed between, say Genesys cloud and CCAI virtual

735
00:51:36,450 –> 00:51:40,560
agent is when you’re entering or exiting CCAI virtual agent

736
00:51:40,560 –> 00:51:44,820
conversation. So, say if you’ve redirected somebody from another menu

737
00:51:44,820 –> 00:51:47,340
where it said, ” Press two to talk to our automated

738
00:51:47,630 –> 00:51:50,760
billing agent.” And they go over to that billing agent

739
00:51:50,760 –> 00:51:55,980
picks up the phone and says, ” Hi, welcome Toby. How

740
00:51:55,980 –> 00:52:00,070
can I help you with your billing today? You may have

741
00:52:00,070 –> 00:52:04,060
gone and actually passed, my name Toby to the CCAI

742
00:52:04,060 –> 00:52:06,410
virtual agent. So, in that case, you will have data on

743
00:52:06,490 –> 00:52:12,870
in both the Genesis and in CCAI virtual agent. However,

744
00:52:12,870 –> 00:52:15,290
it’s also totally possible that you never do that pass

745
00:52:15,290 –> 00:52:18,070
through. And that data is actually stored in say a

746
00:52:18,070 –> 00:52:21,310
Google cloud database. In that case, then it’s only on

747
00:52:21,310 –> 00:52:25,750
CCAI virtual agents. The point is that just based on

748
00:52:25,750 –> 00:52:32,220
your own regulatory compliance security, just general convenience of the

749
00:52:32,220 –> 00:52:35,130
way you design your IT you can configure it the

750
00:52:35,130 –> 00:52:39,640
way that makes sense for your organization. Now, I’ll add

751
00:52:39,640 –> 00:52:42,750
on the Genesys side, it’s a pass through. And I

752
00:52:42,750 –> 00:52:45,750
mentioned, I think before, too, when it comes to saving

753
00:52:45,750 –> 00:52:49,180
like call recordings or transcripts, those can be saved in

754
00:52:49,180 –> 00:52:56,790
your, on premises data stores as well. So, I think

755
00:52:56,790 –> 00:53:02,130
we have time for maybe one more question here. Maybe

756
00:53:02,130 –> 00:53:07,370
two, can we store data in a specific region? I

757
00:53:07,370 –> 00:53:11,260
think that this would be a good one for both

758
00:53:11,260 –> 00:53:17,290
of us to answer. So, who would like to start? I

759
00:53:17,290 –> 00:53:25,630
volunteer, Kishor. So, I tell you at present, all the

760
00:53:25,630 –> 00:53:32,010
CCAI data gets stored in USA. We do have plans

761
00:53:32,010 –> 00:53:37,640
to do the regionalization and localization by end of Q3. That’s

762
00:53:37,640 –> 00:53:43,470
the current plan, once we launched that feature at that point in

763
00:53:43,560 –> 00:53:46,070
time, you will be able to store the data in

764
00:53:46,070 –> 00:53:58,640
a specific region. Yeah, and for Genesys- Genesys side. It can be

765
00:53:58,640 –> 00:54:03,100
stored in region as well on the Genesys side. We

766
00:54:03,100 –> 00:54:09,440
support many different regions from a cloud perspective. I’ll add

767
00:54:09,440 –> 00:54:12,330
one more thing in case it wasn’t mentioned, but definitely

768
00:54:12,330 –> 00:54:14,330
a lot of our customers also opt to store data

769
00:54:14,330 –> 00:54:18,480
on prem, especially if their existing compliance system is already

770
00:54:18,480 –> 00:54:20,740
there. So, I tend to see this a lot, especially

771
00:54:20,740 –> 00:54:28,780
with banks. Right, right. What about Dialogue Flow? Is it

772
00:54:28,780 –> 00:54:34,460
available globally? And does it support all of the common

773
00:54:34,460 –> 00:54:42,410
languages? Who wants to grab that? Yep, sure. I think right now we

774
00:54:42,410 –> 00:54:48,050
support 23 different languages and probably about 30 locales total.

775
00:54:48,640 –> 00:54:50,910
So, that is a say that we say, for instance,

776
00:54:50,910 –> 00:54:54,200
people speak English differently in like Hyderabad versus New York

777
00:54:54,230 –> 00:54:57,500
City. And so, we have different localizations for languages in

778
00:54:57,500 –> 00:55:01,900
each place but yeah, I mean, we do cover, I

779
00:55:01,900 –> 00:55:06,950
mean, probably most of the global population in terms of

780
00:55:06,950 –> 00:55:10,220
language score and we’re always adding more. I guess, you

781
00:55:10,220 –> 00:55:12,430
could probably imagine but Google does have a lot of

782
00:55:12,450 –> 00:55:14,950
natural language data from all the people using Google Assistant

783
00:55:14,950 –> 00:55:19,630
and Google search. Yeah, that’s great. And in addition to

784
00:55:19,630 –> 00:55:24,420
that, I will have to that remember multichannels so, there are specific language support for

785
00:55:24,420 –> 00:55:29,360
X, but the language support for what your region different. So,

786
00:55:29,360 –> 00:55:31,700
because that needs to happen like that is what speaks

787
00:55:31,700 –> 00:55:35,430
to texts happening. So, we have a page with describe

788
00:55:35,600 –> 00:55:40,330
all different kinds of languages supported on different channels on

789
00:55:40,330 –> 00:55:42,900
Google cloud. So, you can search for that dialogue fluid

790
00:55:42,900 –> 00:55:46,150
language support, and you can look at that page for

791
00:55:46,150 –> 00:55:51,090
detail information. narrative for now you should be forget it.

792
00:55:54,730 –> 00:55:58,580
We have a question that came in just now. I’m

793
00:55:58,580 –> 00:56:03,960
interested in… This is a Genesys customer on Genesys Engage on prem

794
00:56:04,400 –> 00:56:10,540
and they’re interested in IVR or conversational AI and they’re

795
00:56:10,540 –> 00:56:16,110
implementing JR which is intelligent automation, at the moment, can

796
00:56:16,110 –> 00:56:22,600
you comment something about this kind of implementation? Sure. I can. And I

797
00:56:22,600 –> 00:56:26,090
see that the person asking the question is from Lima,

798
00:56:26,090 –> 00:56:29,590
Peru, so hello to you and Lima, Peru. Thank you

799
00:56:29,590 –> 00:56:33,970
for your question. So, actually it reminds me that one

800
00:56:34,040 –> 00:56:39,540
of our customers, in healthcare customer here in North America,

801
00:56:39,590 –> 00:56:46,380
they have already implemented that COVID- 19 virtual agent, that we’re

802
00:56:46,380 –> 00:56:49,530
partnering with Google on. And I was talking about earlier,

803
00:56:49,840 –> 00:56:53,560
they’re actually a pure connect premise customer, but how they’re

804
00:56:53,560 –> 00:56:59,540
doing that implementation is also in leveraging Genesys intelligent automation.

805
00:56:59,540 –> 00:57:02,760
So, my comment back to you would be that, we

806
00:57:02,760 –> 00:57:07,320
do have that integration between intelligent automation that can leverage

807
00:57:07,920 –> 00:57:12,240
the virtual agent capabilities of Google CCAI as well. Unfortunately, as

808
00:57:12,400 –> 00:57:14,640
like, I would want to draw you a picture or

809
00:57:14,640 –> 00:57:17,300
spend more time on this. So, I would point you

810
00:57:17,300 –> 00:57:20,820
to your solutions engineer or your partner support to go

811
00:57:20,820 –> 00:57:23,220
into more details, but my message to you is that

812
00:57:23,520 –> 00:57:27,370
it’s possible from a technical perspective and has been done

813
00:57:27,370 –> 00:57:32,770
as well. Awesome. Thank you Janelle. That’s all we have

814
00:57:32,770 –> 00:57:36,750
time for today, but it’s been a great conversation, a big thank

815
00:57:36,920 –> 00:57:40,350
you to our panelists, to Kishor, Toby, Janelle, thank you.

816
00:57:40,710 –> 00:57:42,860
And I hope that we were able to answer some

817
00:57:42,860 –> 00:57:45,980
of your most pressing security questions, and if we didn’t,

818
00:57:46,130 –> 00:57:49,130
we’ll be following up to get you those answers. So,

819
00:57:49,130 –> 00:57:53,500
thank you. And, Josh back over to you. Sounds great.

820
00:57:53,980 –> 00:57:56,320
So, to wrap up, don’t forget to take advantage of

821
00:57:56,320 –> 00:57:59,120
those additional resources within the resource list below the Q

822
00:57:59,120 –> 00:58:01,950
and A window. Click those before today’s session ends and

823
00:58:01,950 –> 00:58:03,830
they’ll open up a new tab in your browser and

824
00:58:03,830 –> 00:58:07,510
definitely expand on today’s topic. And also be sure to

825
00:58:07,510 –> 00:58:10,190
check out our new podcast Tech Talks in 20, where

826
00:58:10,190 –> 00:58:12,780
you can sit down with Genesys experts to discuss the

827
00:58:12,780 –> 00:58:15,100
topics that you want to know more about in about

828
00:58:15,100 –> 00:58:18,210
20 minutes. You can listen on our website links in

829
00:58:18,210 –> 00:58:20,890
the podcast widget below, or you can tune in on

830
00:58:20,890 –> 00:58:24,610
iTunes, Google Play, Spotify and Stitcher. So, with that on

831
00:58:24,610 –> 00:58:28,010
behalf of Wendy, Janelle, Kishor and Toby and the entire Genesys

832
00:58:28,010 –> 00:58:31,470
team, we thank you for joining today’s webcast. Until next

833
00:58:31,470 –> 00:00:00,000
time, have a good one, everyone.

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Meet the Speakers

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Kishor Aher
Lead Architect for Contact Center AI
Google

Toby tobkin

Toby Tobkin
Technical Solutions Consultant, Cloud AI
Google

Webinar janelle mattews

Janelle Dieken
SVP, Solutions and Product Marketing
Genesys

Wendy mikkelsen.png

Wendy Mikkelsen
Senior Director, Product Marketing
Genesys

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