Business Leader with 20 years of international management, including two years living abroad and over 2.5 Million miles flown internationally. Trilingual in English, Spanish and Portuguese. Started career in Management Consulting within US and Latin America. Graduated with Honors and three (3) majors from "Top 25" business school (Cox).View the profile
About the talk
Businesses call millions of consumers everyday, but many don't answer unless they recognize the caller. Verified calls establish trust and increase answer rate by presenting calls from businesses with verification, branding, and call reasons.
Speakers: Stephen Brough, Gal Vered
Google Cloud Next ’20: OnAir → https://goo.gle/next2020
Subscribe to the GCP Channel → https://goo.gle/GCP
product: Business Voice; fullname: Stephen Brough, Gal Vered;
event: Google Cloud Next 2020; re_ty: Publish;
hello everyone and thank you for joining the session focused on making business for safer and more effective with verified first My name is I'm a product manager at Google, and I'm joined by my teammate Steve realtor Partnerships. Let me take things off by sharing a personal story. Last month, my been try to call me several times about the potential for the landtek tivity on my account. But to be honest, I just miss those in the sea of spam calls that I receive every day. I only realized
something was one after the week when I try to use my credit card in a PICC line now. So no big damage was done but you can imagine how stressful this situation might have been a with slightly different circumstances. And this story puts the spotlight on the importance of effective communication over the phone between businesses and consumers. It's so slow. Today, I start off by saying Gabapentin pill identified in in those Communications. And now we went about developing a solution around
and then I sent it to Steven will explain how we walk with a limp as near as in order to so nice, you pinpoint to as many users and as many businesses as we can When we look at the data, we see that the average person receives 30, spam calls each month. And August 2019, there was a sizeable increase in phone calls. Vast majority of businesses fail, album calls are important for them to make their customer service bus like me. Most consumers, simply don't
answer the phone if they don't recognize the number. So there's a message in the evening portents of Endor actual Effectiveness, which is low because people don't answer. So, how did you reach this stage? Today, any device that is connected to the internet is capable of making voice calls. This means that the caller ID system which displays the Collier County number can be food, spoofed very easily. No trust in the system. So in participate in the other side of the world can
make a call to my phone and if we look like it is similar as a call for my local bank number. So why would consume less stress phone calls anymore? This brings us to verify course trust experiences values of is at school with what we do at Google. And on the left of the screen, you can see our business school looks today at best, it's an unidentified call. Nothing personal, it's just a phone number, it doesn't mean anything to the user and it looks very similar to spend Coronavirus.
So let's walk through the experience on the topic, we got the blue badge with a verify check now and we also display the name of the logo with the brand so the user can know who's calling. Finally, we allow the user to State. The reason for calling and stinks, just think about how wonderful would have been if my bank Ocho. Hey, this is Michael and this is the reason about the potential for the new account. I would obviously pick this controller up in a second and as you can see, we included all of the information that consumers value in the gone up for when
engaging and productive communication between the two sides. So we call this border verify scores. I want to lay walk. You still watch verified means. it also validates that the call is coming from the number is showing, in other words, it's not In finally, give the use of the information. They need including the reason for calling so they can make an informed decision. Let me walk you through the verification process, we using out of been Shannon to verify the course. It's still go through regular channels without any change in differentiation is done
separately and a p. I n to make it even easier for Jason and this minimize deflection of currents to join. The first step is to query the API for which ability data and make sure the phone number in the living room. Once this is done, the next step is to send Google the brand phone number, the consumer phone number and the Collision. And Google thinks this information with the device and once the voice coil arrived, the user will see, the verified cursive. I and now I'm excited to share with you.
I was with, you can see how easy it is to get your country of Pi. To verify a call. The first step is to check if the phone number is reachable. As you can see, I received a response to the device is in big trouble, so I can continue to the next step and send the verify skulls information. since I received the $200 phones from the server, I know my data was received and I can go ahead and make your regular phone call, and the phone call will be verified
Without going into too many details, I'll just say that our services are powered by the great infrastructure Google Cloud. And I will end my section by mentioning that we have designed is API without users, 5c mine, and Google and moves any personal information. After the verification is complete. Now I'm happy to turn this over to a stiff. That will show you how we found a real company with businesses and share that. Amanda Sanchez cuisine. Famous gal, has recalled from the beginning. The
presentation, 87% of consumers don't answer calls from unknown. Numbers is his particular problem for Urgent called like Gala case that this Bank, a verifying the color with logo and other details. Like call reason, our research shows, we can make call more trustworthy. Communicate the relevance to the user and ultimately improve answer it. For the launch of verify calls, Google has partnered with leading providers. Like the ones on this page to make calls more trustworthy and relevant for consumers for the latest on all armor supporting verify call. Please visit the website below.
Focus on making bracelets at consumer Communications, more trustworthy. And engaging, doesn't stop his voice calls back in. December 2019, we publicly launched verified SMS to Hauser. If it calls and hacks is calling experiences. Verified SMS makes business SMS messaging safer and more trustworthy and brand. Mini Brands like 1-800 Flowers kayak in Google Play or including the US and Canada, North America, Brazil and Mexico in South America, UK Spain, France in Europe and India in the Philippines in Asia. And we have more countries planned in
2020. For more information on the service, please, visit the link below. When we started down this path of creating both verified SMS and verified calls. We could verify Communications in a recent survey in the US and Brazil for verified SMS. We tested the option in the feedback was overwhelmingly positive In that same survey, we surprised to see how strong user cinnamon was across the customer lifecycle. Particularly in areas that influence new and repeat
Business Like Show Business consideration, likelihood the purchase and likelihood to recommend, but we haven't conducted the same user sentiment survey for verify calls given how it is and it'll evident partner discussions. Give us confidence that sentiment will be equally strong for the service. Are fake calls is first available in these five countries us, Mexico and Brazil. In the Americas, Spain in Europe, and India in Asia with more countries plan in 2020. The Google Phone app. Interface calls comes
preloaded on many Android devices in these markets, including one from Motorola Nokia, xiaomi, OnePlus. And of course fix. However, if you don't already have the Google Phone app on your Android phone, that's okay. Coming soon, you'll be able to download it from the Play Store. Partners and businesses wanting to take advantage of verified calls, it is simple to get starter, just register your interest in the website, or e-mail us directly for more information. Thank you for doing gallon. I today to hear how verified calls makes
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