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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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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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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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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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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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It might be something like, ” I want to pay my
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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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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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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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input data. So, you actually go and supply that as
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a customer or you pay a system integrator, go ahead
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and do that for you. Importantly, and this is true
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for all artificial intelligence, not just for CCAI virtual agent
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and Dialogue Flow. You should make sure that there’s no
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PII in that data. You don’t want to be training AI models on
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PII, because then it’s going to be making inferences based
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on the PII that you put in there. And it
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may be inferring things about other customers PII when it’s
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talking to a different customer. So, you supply the data
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and you own that data and we don’t use it
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to train other models per se, other customers, it’s just
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for you. Good to know. Kishor, how is my customer’s
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data on CCAI encrypted and secured? Sure. So, I actually
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a few questions about that if everything in the Google
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Cloud is encrypted. So, it’s no different for CCAI. CCAI being
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an integrated solution So the piece of the technology, which
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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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data on the Genesys side. So, when you bring both
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of these solutions together, all your data once it enters
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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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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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do that? Could you touch on that again? Yes. I
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can see actually there are two questions here by audience
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that, how do you do redacting? So, yes, this is one of
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the most common questions we get asked that how do
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you remove PII information? And I think it will be mentioned
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that briefly that how do we handle it? So, once
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the data comes in, in any format like chat or
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voice, of course, voice gets converted again into the text
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and it’s handed over to Dialogue Flow. So, the flow
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starts from Genesys and comes into the Dialogue Flow. There
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is a step where this information has to go into
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the backend systems of the customer, because let’s say for
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example, the customer is asking for billing information. And for
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that, we need the account, which is a PII information.
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Or customer is providing a credit card number, which is
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again, a PII information. So, that information goes to the
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backend, but before we store the transcription logs on the
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desk, we redact it and we do mask it so
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it’s not like we created an empty space between the
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text, we mask it. We use cloud data loss prevention,
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API. This is a API which is available on its
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own to the customer by Google Cloud, but it’s also
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internally used by CCAI. So, it has standard 26 formats,
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which you can use for redaction and masking and keep
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the formatting. Also, you can define and create your own
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masking. For example, you have an alphanumeric account number and
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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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fan of that tool, Kishor. It’s so much easier than reg
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clause. Okay. So, let’s shift to access control and app
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security. We know that preventing authorized access to systems and
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tools is probably one of the best ways that we
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can secure data. And most organizations that we speak with
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ask us about three things. The first is authentication. Second
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is authorization, and the third is auditing. And I like
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to think of these as the three As of access
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control. So, let’s start with Genesys and one of the
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top questions we see from our customers. Janelle, how does
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Genesys manage authentication and role based access control? Well, let’s
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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
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00:48:18,190 –> 00:48:24,820
we provide. Point is transparency. It’s provided online by cloud
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00:48:24,820 –> 00:48:31,720
companies. Let’s go ahead and, before we move to Q and A,
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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
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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
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00:48:48,550 –> 00:48:52,760
range of scenarios. So, let’s go to Janelle on this
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00:48:52,760 –> 00:48:56,700
topic and tell us how Genesys and Google have been
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00:48:56,700 –> 00:49:01,390
partnering to provide business continuity. Sure. I’m proud to be
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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
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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
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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
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00:49:39,610 –> 00:49:46,360
through an automated of virtual agent that provides 24/7 conversational
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00:49:46,360 –> 00:49:50,200
self- service supported, not just in the voice channel, but
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00:49:50,200 –> 00:49:54,430
across chat and messaging as well. And this offer is
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00:49:54,960 –> 00:49:59,790
out for you to consume a free, up and running
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00:49:59,790 –> 00:50:02,670
in one to two weeks. And the offer is valid
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00:50:02,670 –> 00:50:08,170
till July 31st with our combined solution. Awesome. Thank you.
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00:50:09,280 –> 00:50:14,480
So, that brings us to some time for Q and A so
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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
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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
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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
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00:50:47,550 –> 00:50:53,020
on both Google and the Genesys system and how the
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00:50:53,020 –> 00:50:57,050
data not only PII in general is used between the
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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
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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
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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
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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,
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00:52:12,870 –> 00:52:15,290
it’s also totally possible that you never do that pass
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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
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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,
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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
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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
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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
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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 Multicloud CX 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.
