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CCAI State of the Union

Antony Passemard
Conversational AI Lead at Google Cloud
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Google Cloud Next 2020
July 14, 2020, Online, San Francisco, CA, USA
Google Cloud Next 2020
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About speaker

Antony Passemard
Conversational AI Lead at Google Cloud

Antony has been in IT for over 20 years and spent the last several years working on IoT Cloud platform at companies like Salesforce.com, where he was leading the partner ecosystem for IoT and Service Cloud, and at AWS where he was the head of product for the AWS IoT platform. Now at Google, Antony heads up the Product Management team and strategy for Google Cloud IoT, and brings Google's Machine Learning, AI and Data Analytics into a coherent whole at the core of IoT projects. Antony is originally from France and came to California to study for an MBA at the Haas School of Business from which he graduated in 2009, and stayed ever since with his wife and 2 children.

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The latest advances in voice AI are opening the door to a massive transformation of customer experiences. The revolution driven by Contact Center AI (CCAI) is here today and you can benefit from it quickly. Come hear about the state of the Google CCAI offering through real-life customer stories.

Speaker: Antony Passemard

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Google Cloud Next ’20: OnAir → https://goo.gle/next2020

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product: Cloud Contact Center, Speech-to-Text API, Speech-to-Text API; fullname: Antony Passemard;

event: Google Cloud Next 2020; re_ty: Publish;

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And welcome everyone for the CCI session. This is the state of the union for sissy. I really happy to have you. I'm Anthony PetSmart, I lead our conversational, AI product at Google Cloud. I'm really excited about all the things we're going to talk about. It's an exciting time because we are in the middle of a revolution. It's a revolution of conversational AI in conversational technology. COC. Already adapting the technology about 31% of CEOs, have deployed conversational, AI platform, its 50% growth year-over-year. Reduction of this technology has

matured in the last few years. We're seeing that customers by 2023 will prepare a speech interface, we need shade self-service, 70% of them said, so this is 40% in 2019 to pretty big ten 2023 of 40% of Center. Interactions will be fully automated by a very big chance to cuz right now it's only about 25%. It wasn't was 25% couple years ago. Also a big chance that is happening. Customers and consumers of your products are getting really familiar with a conversational AI

technology. I'll just see because they have to go home that you search on the Android phone. 90% of them are familiar with us and 72%. Have used voice assistant. That means that consumers are getting trained on. Those are getting more comfortable. Using your voice to do something to ask of Google, or ask her. If any of the application on a day-to-day basis would replace voice, it's not happening. Voice is growing very fast and CCI is there to answer. Call So what is CCI really free products inside? Google, we have down at school for

automating interactions and cell service. We have agents that is used to help an agent in a contact center deliver. A stellar experience. And we have a little newborn right now, really helped me understand all that is happening in your complex Center. The cold Riders Xterra Hi Tricia. Thanks for calling our bank. How can I help to pay my bill? Great can you please verify your address? 15 State Street and how much is it virtual agent provides immediate conversational support with customers. Directing the flow. Do you

want to pay with the account ending in 1337? Yes please done. I've sent an email confirmation. Is there anything else? Yes actually from last week. It looks like it's an overdraft fee so that's not fair. I didn't know. Okay, let me transfer you to a specialist to help an agent. Hi Tricia. I'm Elliot. I see you're concerned about the overdraft fee. I didn't know. I would get charged an overdraft protection so it doesn't happen again. Agent assist listens in giving real-time step-by-step guidance. Yes, please, I've set it up. Is there anything else?

This is great. Thanks a lot Leslie. Insights give you real-time visibility into key call drivers and sentiment. What do. Here is an example experience of using first dollar bill for that cell service experience getting contacts, helping the customers, much as possible, doing back in full formation to them, in order to sell the father has to be escalated to Transitions very smoothly. Recent, contacts, anything that happened to the customer, does not have to

talk to an agent assistant the conversation to pick talk. Right away is assisted in real-time. No need for the reason to search on their own they'll get information practically. Thanks to a Genesis insights in the back and are helpful for Coach to waste product managers any person in relation to the kids are going on in the Compaq Center. Possible because we have a fully integrated water. It's an end-to-end solution for contact center, starting with exam conversation only. I could know before the text to speech or speech to text and email you for preparing the

virtual agent for voice and chat as well as the human agent with real-time phone, spy Genesis, and even Daleks the bus that can help you get all of that data game created by actions are being fed into inside, to have a holistic view of all channels Across The Complex Center and really understand what is going on. When were looking at the value created by contact Santeria on, we see two male ends. The first one is the human agent. How do we help a human agent with confectionary? I well, by three suggestions

at the right time with context, understanding of what's going on in the conversation will be faster, we'll have more accurate. Responses will provide better information, better data will be relevant, didn't look very good. Looks like a powerful agent would like they know what they're doing and that's very important because the manager will still in power don't feel like a super Asian and that's a better experience for the agent, which means a better experience for your customers. Eventually, show me the big problem contact center

as you probably know, between six months to 12 months for a full Complex Center, refresh of the agents, that's not good. Training, cost of hard skill, level of 8. Is not perfect with a Genesis. We can really help that solved that problem, and make sure that you Management's can do a, good job, right away. Feel good about their job and provide the best experience for your consumer other people calling in your contacts and service. Child 24/7 on chatbots Amazing. This is great, they can really tell their problem answers whenever they're available for it. It has shorten cold time

with the agent, knows everything after transitioning from the night here, to the agent. Agent has all the information. They give me information faster to call her shorter. The first call resolution rate increases and brand loyalty as a consequence in the frosting, for your granny, to your institution organization or grape mean to Corset the value. Human agents and customer are really, what you see are helps to deliver your sting ramping. Operational costs, you're seeing long, average Channel time.

You're not having enough Asian, especially, in this time of a and then it where the demand is exploding, although we have to charge it technology, you're facing High turnover call, c training, lack of visibility using sampling to know what's going on in the Compaq Center. We pump these shoes need to sell across her contacts. A great example that happened actually at the beginning of the pandemic with the state of Illinois, unfortunately many people have lost their job

during this pending, this is very bad and they have to file claim for unemployment in the state of Illinois just seen 3.2 million inquiries in the first 2 weeks. This is Matt. Just something I've never seen before. How could they handle this big quickly deployed to help them answer unemployment claims It's handle more than 2.6 million voice and chat interaction through the virtual agent in a vehicle transfer 99.9% of planes planes, in a timely matter.

The result is astounding, very quickly set up using Partners like 25 and Cisco and free video. They've been able to set that up quickly and serve their constituents in the state. That was a great story for them for us in a very difficult time. Let's look at the key CCI offerings. Focus first on. You mentioned a tool to build box and make sure that customers can interact has been in market for a long time in about 3-4 years. Now, the transition was taken more than two years ago

to focus on other prizes, cases, and contacts Center used to be. It's been deployed in customers like Discovery Financial Services, firm Marks & Spencer and Retail Verizon for Telco. We have these companies or other Financial Services 1410 retailer for their employees. USPS, you're calling for your passport. That's powered by Dallas to the list, goes on, and on the special in the last year-and-a-half, two years. We've seen a massive growth in users of Dollar Tree You can see the

numbers 1.4 million developers have signed up on the platform. This is a massive increase from last year. This is because we support up to 20 more coming. We have one quick integration with Partners to get a phone number and the dollar store but behind a partner is because I a Genesis signal wire. No Fox implant or we cooking scallops massive amount of agents and intense a 20,000 intense. Her agent that allowed basically to centrify. Somebody asked about the twenty thousand for a single but

this is an order of magnitude bigger bigger than most out there. Please keep on PCI Compliant and easier than Healthcare and financial services. If you seen and really were seeing that Enterprise adoption, Enterprise growth outlook for becoming the standard for building bust in an artifice. And today, we're really excited to announce that look so CX. Dallas TX is the next evolution of Dallas show. This is earnings with her in the last few years. But what makes it so great

put it in place to serve the Enterprise market and the complexity and the scale of underpriced Customs. You're seeing Here original pool builder, this is one of the big ass that customers have. How do we create complex world with Donald Trump. You're going to have a builder with transition graphical transmission that you can just set up and make sure that you can build. But very, very quickly you have made it to Port. All the things that sounds so hot. The 20010 for agents will make the latest report for

sentiment analysis of each term, the custom voice support, and I'll give you an example of custom voice with text to speech. That's really exciting. We have CI, CD pipeline in Dallas, Texas allowed you to do it. Sing a box to be able to have two different versions of the same intent and be able to test the performance before you deploy. We have created in our defense and LU model for Dallas TX, which is based on a massive Transformer, or 4th model and forms. The previous energy model we had, which was already a leader in this market, we have dinner and bugging school,

which are important in North deployments. Because many people are working on this bus. It's not just one person and you need to have, was he bugging to a banana and very importantly, we heard a customer is asking for a sensor pricing. The pricing on Tahoes CX is based on sessions. There's two prices avoid session, an attestation and that's it. I know how many queries you're doing. You have a voice session, there's one price out of position this morning. Makes it very easy, very easy to know how much you're going to spend without the ocx.

Really, really exciting going to be paid off, is better today. Sorry. And will go to jail in the next couple or few months. This book is not an agency is all about empowering human agent, making sure the human years are the most effective in their job. As we know how many germs are often Time, new lady, don't know. The new products, maybe you are not comfortable with some of the information that the customers are asking of them. Fiction of all, all in your contacts, are there any call coming through

is transcribed? This is very new to you call recording, but you ever look at the stove, according to they know what's in their fall out. So much with a light transcription, you not have French written on every single call coming in and that's called are used in the position. Are used to do article suggestion and pictures of Jason in real time. We'll listen to the conversation, give you information documents. If they choose whatever the cost of the agent needs to answer a question will coming. We could also provide gallons to a

conversation about an intent. Nothing to a boss. Is detective saying I want to book a trip, I can probably handle that, you need to disconnect how many people Exedra Exedra the but can go through all this question. The mixture in this is really helping the less time spent on the phone more focused because you don't have to put people on hold and search and ask around for different answers and really makes the next 2 new agent more aware of the economy and whatever terms the companies using them types of answers, the company wants the agency to provide their customers.

A lot of benefits. Agent is this was once last year as a voice Channel and starting old hole and we've had a lot of customer asking for that same experience on a Genesis. Chart of all the same thing as voice will do. Any suggestions you can do a little bit more. So you can do my replies in smart composed. Smart replies are proposing, several reply right away to the customer. This is very helpful in a context where agents have two or three shots in parallel. And I have to switch contact all the time because of the smart

reply to can go to a window quickly. See what kind of short of time. Again more accurate response again. What composes what you've been used to seeing Gmail, for example, or your G. Is your typing is Tyson head, Saving Time reducing the number of typos having more Cruz sponsor, the integrated, the same technology Gmail users in the chat window. Efficiency for agents, better user experience Based training list, training required, and Lauren boarding up for a great mood, very excited. This is really a Let's look at the

third Steeler CCI inside in Alpharetta now. Insights is about visualizing and understanding. What is going on in contacts in your contacts under operation? From Pure data, just how many calls and your length of calls to voice conversation. You know, what's being said without doing just sampling, a lot of things. A lot of intense are not specially. If they're not with inside, you can have topic smaller and like, really understand all the drivers of your call, but go to a conversation level and really see what conversation happened. What

are the sentiment across conversation conversation and really understand what's going on in QA manager, in particular love this product, because you can starts with a conversation in final or not good that they can really focus instead of doing something and find to find out which ones. Is there an accident on LG G6 review? Rune excited about CCI inside stealing Alpha right now but very quickly will go to bed. All he does conversational AI 6 motion with you as I said

to complete solution integrates with the rest of the Google Cloud platform, for example, of experts to declare that. You want to ingesting tube aquarium message your customer interactions in your contacts Center in size allows you to do that. Very easy to tie, all that information from your customer interaction, into the rest of the interaction, with your customers, either your marketing, campaign, yourself, canopy, or whatever interactions you have. It allows you to really, never has the power of

Google and the power of the platform. If you self. Finally. Search inquiry allows you to find information within the conversation very quickly and really focus your efforts to improve your customers thing. If we talk a little deeper into each of the underlying technology for the services, Google googly eyes, read it to a table conversation that are as close to human as possible or not. That's not the case. We want to be close enough and actually cuz you'll hear some of the custom voice thing.

We ran out of ice or customer to let people know that they're talking to another human. That trust is very important and we want to make sure that consumers and customers are not deceived by the expense for providing research as well. But also from a lot of the Google search research that is happening, lots of very, very smart people. Working on search voice search working on the Google Assistant working on the Google home in. Specialized hardware for you that you met her here in other sessions or teach you allow them. Iterate

on the model and the performance of his models. And his friends very, very fast in Italy. For example, the speech to text in real-time streaming mode. We both acknowledge he's underneath, we can pretty eyes and understand what's going on. I can talk and interact with the customers. You think about speech to text in particular of core, underlying technology for conversational ASL. Dictionary. 120 languages supported in the HDR bias, the model, I need to turn and actually that biasing is using dollars flow, which just by clicking. One, check off

can buy us the model. Each turn of the conversation by saying speech to text automatically the biking done which makes an actress much higher. And if you don't use that by saying that's fairly you need to Google a language, is formatting. Do real time. I'll spend a little bit of time on the language to Fort. Many companies will claim language support, many companies will claim that their model works this here, and there you have to be careful about models is all you will

need different models based on the quality of the Ogio based on, who's on the line based on the ranks for a long conversation, video. No subtitle very different audio quality background. Then, we'll head said, people are talking mess in my heart, and most people will call from a phone and kilohertz quality. Two people are talking on the line very difficult. If you apply the same speech model from transcribing, a, a video conference, In a contact to contact them, if that's not

going to work he has five languages optimized for telephony optimized for contacts in Spanish, English English to Russian and I think we have another one I can remember Australian or something like that. It wasn't sure that the transmission or done correctly, that the document suggestions are not correctly and then being priced, you get out of it and correct. Very important to think about the optimization of the model that you have and what we can provide face on what you see your model

will be different from the a Genesis model and we provide all of those for you. Is speech to text me. Novation is happening. Almost almost on a, on a monthly basis, pretty impressive Improvement. But today we're announcing speech-to-text on Prime Did you check on Prime was a big ass from customers, especially in the financial services and health care. What they really want that processing of the raw voice data, John on-premise before it hits the cloud for other types of processing. For example, a deal teapot.

Now, you can deploy speech-to-text on prime using antibiotics, which is our platform for the movie called and hybrid platform. You can get for Exxon friend and have exactly the same functionality You Again by the US, in English support multi-channel with several people, talking recognition, the diary station, customer, recognition of specific word, Green Springs, Healthcare in and financial services as well. Actually, the terms are specific to those Industries and the noise while business all that is required in particular until tech center. Environment is a lot of

background noise in the cloud. So doing Beyond trim Republic with the modern deployment capabilities, the tracking the analysis and all the good things you get out of antos. Now, enabling speech to text. Very excited about this month. Now, let's talk about the other way around. When you have texting, you want to stick it out. We have been leading a Google Text-to-Speech with several generation of Technology. The first one that's being used right now. Quite a lot in ways, not waiting that came from a research on a Google, Keep mines

and it's a voice, that sounds fairly engaging. Pretty close to a human voice. Much less robotic than the traditional book. You have 220 voices to choose from female male different tones and, and and speed, and 92 of them are waiting at voices across 32 languages. You can text me very easy to go test it out, you're going to see. You can put it all text choose, your voice is their language and you will hear it very easy. I actually have a little bit of fun myself. I put for example English and I take the front, I put some French

in there and I play with the little Combination. It's very interesting to see what he does but it's pretty impressive. Success front station and how to say some numbers that phone number, the way you say a dollar amount or a credit card number or date. You can put Bill Henson, the text for the Texas to Shipyard to see what needs to be sent. One thing right now sing today, I talked about waiting at and how it works. Great rehab. Now custom seats, custom voice, basically the ability to train, a specific model for customer based

on a human voice actor, voice, actors voice for text to speech. I can already hear some of you. Say hello that. That's so scary, but we require an Ethics review for any deployment access. Do you think you want to make sure the customers are using custom voice in an ethical way? And I'm not up using the voice of an actor to do things that are nautical. So we are at least start to the stockyard Brewery. When you hear the example, I think you understand what

are you saying a sentence? And you're the one is the model based on the human actor. According to science, direct a flex posture is characterized by increased thoracic kyphosis. You see, I'm not a doctor and I have no idea what you said, but it's so now let's listen to the buffer version of Google AI to customer service. That technology is available for any customer following an Ethics review. I want to use custom voice inside out to see x-rays ample for the

VR experience when it comes. One customer was very keen on using custom course. I customers. Verizon Verizon has entered a digital transformation of a complex near experience. Using the best of complex in real life, from Google and bringing to Market an impressive customer experience throughout all their channels, We'll look at a video of steam car and became CEO of Verizon talking to come up during our. See you about the expense. Why did show CCI and what is in their success and experience? So far is Lexington in Today

I'm here with Shankar a room available to talk about some of the work they've been pocketing on with Verizon. How did you select our contact center AI voice? That was an important factor. The black one that can handle or skill was critical in. All these areas, we saw a Google CCI Excel. What is success? Look like so far for a voice call or chat, an actual language recognition, find the best way to assist them in a consistent manner across all channels. We're so excited to collaborate with Verizon on this experience.

Verizon is really leading the innovation in the space has a massive contact center with a lot of complexity and scale that we're able to deliver successfully to then the testimony of their Innovation and they're trusting Google. So I'm personally super excited about going to be using a lot of the technology that I presented today. The Lost of Daleks ocx, the events in El Yunque, Joe Builder, on frame, which can be used by financial services are Healthcare institutions, and

very rapidly and the custom voice all those launcher or making the Google AI technology living in the market, really getting traction and picking up the largest contact center with the most complex use cases and the large-scale, very excited to be able to Customers your contact center experience. Something really knew I was not really you be available a few years back and I love to be part of that urinates and I hope you're going to get yourself. Thank you very much for listening to me. I hope you enjoy the rest.

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