CCAI Insights Demo by Lee Boonstra, Contac...
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 software engineer to prompt engineer, web developer to technical trainer, and developer advocate.
With eight years of experience at Google under their belt, they now hold the role of SWE Tech Lead 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 wrote a book for O’Reilly: Hands-on Sencha Touch 2 and lately: the Definitive Guide to Conversational AI with Dialogflow and Google Cloud for Apress. And the Google Prompt Engineering whitepaper.
Using CCAI Insights to Better Understand C...
Contact centers are a valuable source of untapped data that holds the key on how to improve bu...
The Definitive Guide to Conversational AI ...
After I wrote my first book (Hands-on Sencha Touch 2 — O’Reilly), people always asked me if I ...