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.
About the Author
Lee Boonstra is an AI Software Engineer & Advocate in the Google Cloud Office of the CTO (Applied Innovation Factory). They specialize in secure multi-agent systems, frontier LLMs, and voice technology. Lee is the author of reference books for O'Reilly and Apress, and the viral Kaggle/Google Prompt Engineering whitepaper.