Google, at the Gemini for Work event in Sunnyvale, California showcased how companies can transform their businesses using the Google Cloud’s generative AI technology. Google claims to provide services to a wide range of users, from healthcare providers to car makers to retailers and shall help customers solve crucial problems efficiently using generative AI. For this purpose, they are choosing Google Cloud as their partner to make it happen.
2024 was a major year for Google as they launched more powerful versions of AI such as the Gemini 1.5 Pro, rolled out general availability for Gemini Flash and Imagen 3, and invested in the Vertex AI platform.
From helping a customer find the perfect pair of shoes to helping an employee find the best health benefits, or helping nursing staff with more seamless patient hand-offs during shift changes, they are witnessing firsthand the benefits AI agents bring to both customers and partners. Google’s classification of AI agents focuses on six use cases: employee agents, code agents, data agents, security agents, and creative agents.
Customer care agents may now collaborate across several channels, such as the web, mobile, and point of sale, with ease by integrating voice and video into product interactions. Bell Canada, for example, set the standard for the use of digital agents in self-service, which enhanced customer satisfaction and saved $20 million in expenses. By employing automated call summarization, Best Buy increased productivity by solving issues up to 90 seconds faster.
Customer care agents may now collaborate across several channels, such as the web, mobile, and point of sale, with ease by integrating voice and video into product interactions. Bell Canada, for example, set the standard for the use of digital agents in self-service, which enhanced customer satisfaction and saved $20 million in expenses. By employing automated call summarization, Best Buy increased productivity by solving issues up to 90 seconds faster. Snap deployed the multimodal capability of Gemini within their “My AI” chatbot, resulting in a 2.5x increase in user engagement. Telecom Italia (TIM) implemented a Google-powered voice agent that boosted call efficiency by 20%. UPS Capital analyses package movements, and insurance claims, and addresses data in real-time using an artificial intelligence agent to spot irregularities.
Drivers can use the myVW app from Volkswagen US to ask inquiries about their cars and receive real-time assistance with dashboard signs thanks to Gemini’s multimodal capabilities. The new solution has four primary benefits. Its omnichannel features allow businesses to provide consistent customer experiences across voice, email, applications, and the web all from a single platform. Second, it has a multimodal interface that enables text, speech, and graphic communication between users. Thirdly, it combines rule-based controls with generative AI to handle a variety of customer concerns. For instance, a consumer can ask for specialized ideas for mortgage products (a task ideal for generative AI) in addition to employing specific security questions to validate their identity (a task based on rules).
To sum up, the system employs grounding to provide excellent accuracy and consistent client response times. Employee agents enhance operations by handling menial tasks, answering questions, and editing or interpreting letters. Click Therapeutics uses Gemini for Google Workspace to create insights from clinical operations data, streamlining the patient experience in trials. Dun & Bradstreet uses Gemini to do advanced searches, such as finding companies with high ESG ratings, and to produce personalized emails for sales. Elanco’s generative AI platform, powered by Vertex AI and Gemini, enables critical business functions with a $1.9 million return on investment.
Randstad leverages Gemini to boost internal and external efficiency with candidates, freeing up time for personal engagement. SURA Investments uses AI to better understand customer needs, improving sentiment analysis on 90% of calls and raising customer satisfaction by 10 points. Thomson Reuters incorporated Gemini Pro into its large language models, which accelerates processes by 10x and allows the AI to analyze full documents, unlocking new capabilities.
The Customer Engagement Suite with Google AI combines the most advanced conversational AI products with the omnichannel contact center as a service (CCaaS) functionality and the speed and multimodality of our latest Gemini 1.5 Flash model. As a result, customer service operations can deliver exceptional and consistent customer experiences at every touchpoint. It also supports third-party offerings, including telephony systems, customer relationship management (CRM) applications, workforce management applications, and connectors to other systems, user interfaces, and data sources like BigQuery.
Google’s generative AI technology, particularly through its Gemini platform, is revolutionizing business operations across industries. By enabling companies to integrate AI agents for a variety of tasks, Google Cloud empowers organizations to streamline processes, enhance customer interactions, and improve overall efficiency.
Companies from retail to health are leveraging AI for everything from real-time analytics to enhanced customer experiences. For instance, the Customer Engagement Suite provides the needed strong, multimodal capabilities to drive experiences that are personal and consistent across channels. It means that Google’s AI developments, for example, will impact how business gets done in the future, as such companies as Bell Canada, GoTo Group, and UPS Capital show the efficiency advantage possible with AI. Google Cloud’s generative AI services are prepared to take on challenging jobs and assist companies in achieving significant results in a rapidly changing digital environment by boosting client happiness, expanding their operations, and spurring growth. Two such revolutionary instances are Gemini 1.5 Pro and the application of AI to numerous industries.
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