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Webinar Bytes

[Webinar Bytes] Fireside Chat: The future of contact center AI with Genesys Cloud and Google Cloud

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

Join Genesys and Google Cloud for a discussion of our joint solution for contact center artificial intelligence (AI). You’ll also hear from special guests who are creating better customer experiences by combining AI with the power of human agents.

Genesys customers can now use the simple, secure and flexible Google Cloud Contact Center AI to quickly implement, train, configure and use bots — then act on them across any channel.

Watch the full webinar by clicking this link.

Meet the Speakers

Christopher connolly

Chris Connelly
Vice President, Solution Strategy
Genesys

Antony p webinar image

Antony Passemard
Conversational AI and CCAI Lead
Google Cloud

Steve leaden blog

Stephen Leaden
President
Leaden Associates, Inc.

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Antony, I want to dig

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into a couple of terms.

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We hear chatbots, we hear

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voicebots, we hear Conversational AI,

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we hear Automated Speech Processing.

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Can you just unpack that

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a little bit for us?

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What is this Conversational AI

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that everyone’s talking about? Yeah.

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One of the important thing, that’s what

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we’re doing, we’re seeing here,

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we’re doing our research as

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Canada, the winner here in

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that survey, I think the change

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here is voice. As you

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mentioned, Steve, people have done

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chat for a while and

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we’ve had a product in

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market for several years now.

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Dialogflow has been powering a

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lot of the virtual agents

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you see out there. But

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what’s really changing the voice

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channel and what’s important to understand is

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that at some point a

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few years ago, we thought

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that the market would go

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chat and people didn’t want to

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talk on the phone. Everybody

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say,” Oh, people don’t want

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to speak. They don’t want

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to take the phone.” It’s

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actually untrue. Right. Over about

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80% of the calls are and

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contact with the brands are

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through phone and voice, so

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voice was really the frontier

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we had to cross. As

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Steve mentioned, he’s using his

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Galaxy Note, but we have

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new devices like the Google

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Home that have been in the home. We

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have a voice search on

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most Android phones right now.

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We have voicemail transcription on

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your phone automatically. We have

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transcription of videos on YouTube.

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All that technology that’s going

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into understanding the voice is

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now paying off and being

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applied to CCI, contact center.

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Now, we can actually understand

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what people are saying in

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short form in IVR or

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long form on the phone.

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That’s really what’s changing, the

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driver of that change to intelligent

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contact center is that now that we

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can do it, the customers

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have the ability to change

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the equation and the balance

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between their operational costs and

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this customer satisfaction that they

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provide. Until now, they had

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to choose add more people,

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better satisfaction; lower people, high

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satisfaction. Now, they can do

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both. We can keep the

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number of people they have

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and still increase their customer

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satisfaction because the voice technologies

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are there today. Thanks to

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a lot of research actually

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from Google.

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