Google Cloud Contact Centre AI (CCAI) implementation — real-time agent assist, automated call summarisation, intent detection, and IVR deflection using Dialogflow CX and Gemini. Reduce handle times while improving service quality.
We implement Google's Contact Centre AI stack on your existing telephony infrastructure — configuring Dialogflow CX for IVR and intent classification, deploying Agent Assist to your agent desktop, and connecting Gemini's summarisation to your CRM. Implementation takes 4–6 weeks and works alongside your existing contact centre platform without requiring a platform migration.
Contact centre agents spend nearly a third of their productive time writing call summaries, updating CRM records, and completing post-call administration.
Newer or less experienced agents handle identical queries differently, creating service inconsistency that erodes customer trust and increases complaint rates.
Agents working complex queries without real-time guidance take significantly longer than experienced colleagues — increasing cost per call and frustrating customers.
Agent Assist listens to live calls and surfaces relevant knowledge articles, suggested responses, and recommended next actions — in real time, on the agent's screen.
Gemini generates accurate call summaries and CRM-ready notes automatically at call end — eliminating after-call work and ensuring consistent documentation.
Dialogflow CX classifies caller intent at the start of the interaction, routing calls to the right agent group and surfacing relevant context before the agent picks up.
Dialogflow CX handles common self-service queries — account balance, order status, appointment booking — in the IVR layer before reaching a human agent.
Real-time sentiment analysis detects frustrated or escalating customers and triggers priority routing, supervisor alerts, or empathy prompts for the agent.
Google CCAI integrates with your existing telephony and contact centre platform. It supports native integration with Genesys, Avaya, Cisco, Amazon Connect, and Twilio. Agent Assist surfaces inside your existing agent desktop — agents see suggestions without leaving their current workflow. We do not replace your existing platform; we augment it with AI capabilities.
Our clients achieve 94%+ summary accuracy as reported by agents reviewing auto-generated notes. Gemini uses the full call transcript to generate structured summaries covering: issue type, resolution taken, follow-up actions, and customer sentiment. Summaries are editable before CRM submission, so agents can correct the small percentage of cases where the summary requires adjustment.
Agent Assist uses intent classification and conversation context to surface suggestions only when relevant. Suggestion relevance thresholds are configurable — you can set how confident the system must be before surfacing a suggestion. In our implementations, agents report that 85%+ of surfaced suggestions are immediately useful, and agents can hide the panel for calls where they prefer to work unassisted.
Google's Speech-to-Text API supports 125+ languages and variants. CCAI's real-time transcription and Agent Assist work across all supported languages. If your contact centre serves customers in multiple languages, we configure language detection at call start so the appropriate models and knowledge bases are activated for each interaction.
Cut handle time, eliminate after-call work, and help every agent perform like your best. We implement CCAI in 4–6 weeks.