Google’s First Pre-Packaged AI Service Targets Enterprise Call Centers

Google’s First Pre-Packaged AI Services Target Enterprise Call Centers, Hiring

Google today rolled out its first pre-packaged artificial intelligence (AI) services for enterprises. One targets companies’ call centers, and the other uses AI to improve hiring. It also includes a reference architecture to help businesses recommend products to their users.

The company first announced plans for these types of enterprise services last month at Google Cloud Next. They are part of Google’s big bet on AI to steal market share from Amazon Web Services (AWS) and Microsoft Azure and to sell Google Cloud Platform (GCP) as the best public cloud for businesses. “Google is an enterprise company,” said Google Cloud CEO Diane Greene during her opening keynote at Google Cloud Next.

The cloud provider plans to launch additional pre-packaged AI services and reference architectures in the future, which companies can use to build custom AI tools.

Contact Center AI is Google’s first pre-packaged AI service. The company says more than 800 customers signed up for alpha access since the annual cloud conference. The service aims to simplify phone trees by using a smart bot to answer calls.

“Whenever possible, it aims to resolve simple requests and tasks, such as billing inquiries or driving directions,” according to a blog post. “And when it determines that a caller’s needs exceed its abilities to help, it seamlessly transitions the call to a live agent and switches to a supporting role.”

The second pre-packaged AI service, Cloud Talent Solution, aims to help businesses reduce time to hire and find more-qualified candidates to fill positions.

Google says it’s offering its recommendation engine, called Recommendation Solution, as a reference architecture instead of a pre-packaged solution so that companies can code it into their existing marketplace. It recommends new content or products based on users with similar on-site behavioral patterns.

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