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  • By Bader Hamdan
    Google Cloud CCAIとTwilio Flex連携によるサービス体験の差別化 signal22GoogleTwFlexJP

    この記事はBader Hamdanこちらで公開した記事(英語)を日本語化したものです。

    シームレスな購買体験とサポート体験に対する顧客の期待は進化し続けていますが、ビジネスリーダーはコストを削減し、より少ない人数でより多くのことを行うことを求められています。

    このような環境において、差別化されたコンタクトセンター体験を実現するためには、パーソナライゼーション、オムニチャネルの顧客体験、オペレーター体験の簡素化に焦点を当てる必要があります。

    これらの注力分野は、4つの重要な機会に関連付けることができます。

    1. 会話型バーチャルエージェントによる顧客セルフサービス率の向上と、デジタルチャネルによる業務の生産性向上でコストを削減する。
    2. チャネル横断で一貫性のある自動化されたユーザー体験を展開し、顧客の満足度を高め、オペレーターが効率的・効果的にお客様対応できるようにする。
    3. ファーストパーティーデータを利用して顧客との対話をパーソナライズ、顧客維持とリピート購入を促進し、顧客との関係を継続的に構築する。
    4. 需要の絶え間ない変化のなか、ソリューションを主要ツールとして活用、必要に応じた見直しを行い、顧客体験とビジネス価値を最適化する。

    こうした機会に対応することは、スイッチングコストの低さ、デジタル競争の激化、そして56%の顧客が「悪い体験をしたら購入をやめる」と回答している今日、かつてないほど重要となっています。

    あらゆるインタラクションに対して人間らしく応対することを忘れずに、一方でデジタルエンゲージメント戦略へ投資することは、こうした期待に応えるために不可欠 …

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  • By Bader Hamdan
    Differentiated Service Experiences with Google Cloud CCAI and Twilio 3

    Customer expectations for seamless purchasing and support experiences continue to evolve, yet business leaders are being asked to reduce costs and do more with smaller teams.

    Ideating and deploying a differentiated contact center experience in this environment requires focusing on personalization, omni-channel customer experiences, and simplifying the user experience for agents.

    You can break these focus areas into four key opportunities:

    1. Reducing costs by improving customer self-service with conversational virtual agents and increasing operational productivity with digital channels
    2. Deploying an automated experience that is consistent across channels and drives customer satisfaction for customers and empowers agents.
    3. Building relationships with customers by using first-party data to personalize interactions that drive retention and repeat purchases
    4. Pivoting solutions as needed to optimize experience for customers and business value with constant shifts in demands.

    Addressing these opportunities is more important today than ever before, with low switching costs, increased digital competition, and 56% of …

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  • By Niels Swimberghe
    Find your U.S. Representatives and Congressional Districts with SMS and ASP.NET Core Find your Representatives & Congressional Districts with SMS and ASP.NET Core

    When someone runs for office in the United States of America (U.S.), they have to fulfill certain "Ballot Access Requirements" to become listed on the ballot. One of those requirements could be that you need a certain number of signatures per district. So when volunteers and campaign workers go out to gather signatures, it is instrumental to know which congressional district (CD) the signee belongs to. However, knowing which congressional district you are from is not common knowledge, especially in areas where the district cuts right through counties, cities, and neighborhoods.

    States redraw their congressional districts every decade after getting an updated population count from the Census Bureau. Each district is represented by a single U.S. representative in the U.S. House of Representatives. However, the manner in which these districts are drawn often result in unique and odd shapes which can be confusing. This is why constituents living just a …

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  • By Bader Hamdan
    Google Cloud Contact Center AIとTwilio Flexの連携により顧客&オペレーター体験の価値を向上 Drive value across customer and agent experience with Google Cloud CCAI and Twilio Flex JP

    この記事はBader Hamdanこちらで公開した記事(英語)を日本語化したものです。

    あらゆる規模の企業が、内向き・外向きの部門の特質を問わず、顧客の価値と効率性を高めるために人工知能(AI)に注目しています。コンタクトセンターも例外ではなく、AIを利用して顧客とオペレーターの価値を高めるとともに、そのやり取りをリアルタイムに分析し、顧客が抱える共通の問題や必要な改善点を特定することができます。

    本稿では、弊社パートナーでもあるSabio社の開発・提供する、Twilio Flex向けGoogle Cloud CCAIコネクタのリリースをお知らせします。このコネクタにより、どのような企業でもすぐにGoogle Cloud CCAIをコンタクトセンターに統合することができます。

    Google Cloud Contact Center AI(CCAI)を使用することにより、GoogleのAI技術の粋(すい)を集めて、コスト削減、顧客満足度の向上を実現することができます。Google Cloud CCAIの機能をTwilio Flexに統合することにより、対話応対が可能な仮想オペレーターに顧客は24時間いつでも問い合わせ可能となり、またAIによるリアルタイム支援の下に、複雑な問題に対してオペレーターが対処可能となります。

    Twilioは、GoldグレードのコンサルティングパートナーであるSabioと協力し、Google Cloud CCAIコネクタを開発し …

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  • By Bader Hamdan
    Drive Value Across Customer and Agent Experience with Google Cloud Contact Center AI and Twilio Flex Drive value across customer and agent experience with Google Cloud Contact Center AI and Twilio Flex

    Businesses of all sizes are looking to Artificial Intelligence (AI) to drive customer value and efficiency across internal and external functions. The contact center is no exception. Here, AI can be used to drive value for your customers and agents, while also providing real-time analysis of interactions to identify common customer pain points and necessary improvements.

    Today, we are announcing the release of the Google Cloud CCAI connector for Twilio Flex, built by Sabio. This enables any business to integrate Google Cloud CCAI into their contact center today.

    Using Google Cloud Contact Center AI (CCAI) can lower cost and increase customer satisfaction with the best of Google's AI technology. Integrating the power of Google Cloud CCAI into Twilio Flex enables your customers to engage with conversational virtual agents 24/7 and empowers your agents to handle complicated issues with real-time assistance.

    Twilio has collaborated with Sabio, a Gold Consulting Partner, …

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  • By Luís Leão
    Como criar um chatbot sem servidor para WhatsApp com Python, Google Cloud Functions e Twilio Como criar um chatbot sem servidor para WhatsApp com Python, Google Cloud Functions e Twilio

    Um chatbot é um aplicativo de software usado para automatizar interações e conversas com pessoas por meio de plataformas de mensagens. Os usos comuns dos chatbots incluem roteamento de solicitações, atendimento ao cliente e coleta de informações.

    A arquitetura sem servidor (Serverless architecture) é um padrão de design em que os aplicativos são divididos em funções individuais que podem ser chamadas e dimensionadas separadamente. O objetivo é acabar com a complexidade do processo de criação e execução de aplicativos para desenvolvimento e implantação da infraestrutura necessária para sua execução.

    Neste tutorial, você vai aprender a criar um chatbot sem servidor do WhatsApp com API do WhatsApp da Twilio e as funções Python no Google Cloud. O chatbot aceita o nome de um país e mostra informações sobre ele. Os dados do país são obtidos da API pública REST Countries.

    Demonstração do projeto

    Requisitos do tutorial

    Para seguir este tutorial, é necessário ter …

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