Google Cloud’s latest customer service modernisation solution can help retailers improve shopper self-service and engagement.
Google Cloud debuted several new AI and generative AI-powered technologies to help retailers personalise online shopping, modernise operations, and transform in-store technology rollouts.
Carrie Tharp, vice president of Strategic Industries, Google Cloud, said, “In only a year, generative AI has morphed from a barely recognised concept to one of the fastest-moving capabilities in all of technology and a critical part of many retailers’ agendas. With the ability to accelerate growth, boost efficiency, fuel innovation, and reduce toil, generative AI solutions are ready to be deployed now, and Google Cloud’s recent innovations can help retailers recognise value in 2024.”
Google Cloud’s new customer service modernisation solution can help retailers improve shopper self-service and engagement. This offering integrates with a retailer’s existing customer relationship management (CRM) system, and with it a retailer can deploy AI-based agents that can help with things like providing personalised product recommendations, scheduling appointments, or checking order statuses.
It can also leverage Google Cloud’s advanced AI capabilities for language translation, helping personalise the customer service experience. In addition, retailers can use the solution to boost employee productivity with AI-powered summarisations of customer conversations, a single interface to consolidate internal information, and real-time responses for representatives based on knowledge across a retailer’s internal resources.
The customer service modernisation solution can also help retailers and brands transform their underlying voice and chat technology infrastructures. It offers the ability for retailers to handle multiple customer engagement channels simultaneously, like email, text, phone call, and online chat, and pivot between these channels during customer service interactions.