Blog: Learn Machine Learning from a Google AI Engineer
CCAI Insights Demo by Lee Boonstra, Contact Center IVR Dialogflow Data to Analyze
With Contact Center AI Insights, business stakeholders and QA compliance teams can analyze and monitor customer service interactions and patterns in their contact center data.
It gives businesses insights into the topics that are being discussed by their end-users. You can monitor how those conversations have been handled by the service agent through transcripts, caller sentiment detection, silence detection, entity identification, and topic modeling.
CCAI Insights is a core piece of the Google Contact Center AI product suite that enables Contact Center management to make data driven business decisions and improve customer experience.
With Contact Center AI Insights, business stakeholders and QA compliance teams can analyze and monitor customer service interactions and patterns in their contact center data.
It gives businesses insights into the topics that are being discussed by their end-users. You can monitor how those conversations have been handled by the service agent through transcripts, caller sentiment detection, silence detection, entity identification, and topic modeling.
CCAI Insights is a core piece of the Google Contact Center AI product suite that enables Contact Center management to make data driven business decisions and improve customer experience.
Lee Boonstra
Lee Boonstra (they/them) has been a presence in the tech world since 2007, wearing many hats from AI software engineer to prompt engineer, web developer to technical trainer, and developer advocate.
With eight years of experience at Google (and AI) under their belt, they now hold the role of AI Software Engineer (SWE) at the Google Cloud office of the CTO. Leading innovation projects, Lee aims to disrupt markets and foster collaboration globally. Their expertise in Conversational and Voice technology, alongside (Generative) AI, has led to recognition as a respected public keynote speaker and published author for O’Reilly and Apress. Lee eases tech headaches and celebrates those light bulb moments.
Lee has written the Google/Kaggle Prompt Engineering whitepaper and two books: "Hands-on Sencha Touch 2" (O'Reilly) and their more recent work, "The Definitive Guide to Conversational AI with Dialogflow and Google Cloud" (Apress).
