Connect with us

Global Banking and Finance Review is an online platform offering news, analysis, and opinion on the latest trends, developments, and innovations in the banking and finance industry worldwide. The platform covers a diverse range of topics, including banking, insurance, investment, wealth management, fintech, and regulatory issues. The website publishes news, press releases, opinion and advertorials on various financial organizations, products and services which are commissioned from various Companies, Organizations, PR agencies, Bloggers etc. These commissioned articles are commercial in nature. This is not to be considered as financial advice and should be considered only for information purposes. It does not reflect the views or opinion of our website and is not to be considered an endorsement or a recommendation. We cannot guarantee the accuracy or applicability of any information provided with respect to your individual or personal circumstances. Please seek Professional advice from a qualified professional before making any financial decisions. We link to various third-party websites, affiliate sales networks, and to our advertising partners websites. When you view or click on certain links available on our articles, our partners may compensate us for displaying the content to you or make a purchase or fill a form. This will not incur any additional charges to you. To make things simpler for you to identity or distinguish advertised or sponsored articles or links, you may consider all articles or links hosted on our site as a commercial article placement. We will not be responsible for any loss you may suffer as a result of any omission or inaccuracy on the website. .

Top Stories

Appian Announces New Integration with Google Cloud Contact Center AI

Appian Announces New Integration with Google Cloud Contact Center AI

Published : , on

Customers can now integrate with Google’s Virtual Agent, Agent Assist and Analytics Using Appian’s Intelligent Contact Center™ Platform

Appian (NASDAQ: APPN) has announced integration with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve customer service experience and the productivity of contact centres.

This further demonstrates Appian’s commitment to delivering an integrated customer experience across channels and customer touchpoints with Appian’s Intelligent Contact Center™ (ICC) Platform.

The Appian ICC platform provides native and integrated artificial intelligence (AI) capabilities, based on a low-code platform, for building omni-channel customer engagement, case management, and intelligent automation solutions. Through this partnership, Appian ICC customers will be able to integrate into the three main products of Google’s Cloud Contact Center AI; Virtual Agent, Agent Assist and Analytics. These tools leverage AI bots to interact with customers, manage the bots to ensure proper function and analyse all activity to maximise the customer experience, while ICC uses Appian Records to give these bots a complete view of the customer in every interaction.

Key features of Appian’s integration with Contact Center AI include:

  • Unified Agent Experience with Omni-Channel Integrations – It is now possible to integrate with Google Cloud for telephony, chat, text message and social media with Appian’s dynamic case management and intelligent automation capabilities to streamline the customer experience and speed up case resolution.
  • Robust Intelligent Automation: Automating tasks increases the productivity and effectiveness of agents. When leveraging Appian’s Business Process Management (BPM), Robotic Process Automation (RPA), and AI to orchestrate processes, integrate systems, and apply business rules contact centres are able to intelligently automate any agent and customer interaction.
  • Dynamic Case Management – Customers can achieve a single view of the customer and support high-end problem solving for complex interactions. Appian unifies the interactions between people, process, data, and content to create powerful interface that arms agents with provide accurate information and reach resolution faster.
  • Low-Code Cloud Platform – Appian customers can adopt a cloud strategy with a low-code application development platform allowing for rapid delivery and adaptive change on enterprise  applications that meet security, confidentiality and compliance controls.

“Appian provides customers a powerful, low-code platform to help them improve their customers satisfaction, and increase their operational and agent efficiencies in the contact centre,” said Medhat Galal, VP of Product Solutions. “By integrating with Google Cloud Contact Center AI, we bring strong AI-Powered applications to the contact centre market that can be leveraged for a powerful customer experience.”

The results customers have garnered using Appian’s platform showcase the tremendous value and impact intelligent automation can have on an organisation. A well-known global financial services company reported an increase of 64% in customer satisfaction scores within just one month by prioritizing omni-channel customer engagement. They integrated systems and channels into one cohesive interface. In addition, one of the largest insurers in the UK leveraged Appian’s intelligent automation to reinvent their contact centre operations and improve customer satisfaction. The impact has been a nine times acceleration in customer service response time and 40% operational cost savings.

Contact Centre AI empowers enterprises to use AI to complement and enhance their contact centres,” said RajenSheth, Director of Product Management. “Google Cloud’s goal is to make it as easy as possible for our customers to use AI for contact centres through our relationships with key partners like Appian.”

For more information, visit Appian’s website.

Global Banking & Finance Review

 

Why waste money on news and opinions when you can access them for free?

Take advantage of our newsletter subscription and stay informed on the go!


By submitting this form, you are consenting to receive marketing emails from: . You can revoke your consent to receive emails at any time by using the SafeUnsubscribe® link, found at the bottom of every email. Emails are serviced by Constant Contact

Recent Post