AI Powered Contact Center Analytics
summary
Google demonstrates a Contact Center AI stack using Dialogflow, Agent Assist and Chatbase topic modeling to reduce analysis time from weeks to hours and automate handoffs. Partners run real datasets: Mitel feeds ~20,000 calls through topic modeler and fixes a licensing migration spike, Chatbase maps thousands of intent variations from billions of messages to generate flows in hours, KPMG runs 90,000 chats and finds 90,000 chats → ~100 topics clustered to ~50, and Genesys wires a Google Home flow that sets travel alerts and triggers callbacks—integrations work end to end.
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chapters (7)
- 0:00Introduction to Contact Center AI
- 5:48Contact Center AI components
- 10:34Mitel’s intelligent customer experience
- 22:36Chatbase for virtual agent optimization
- 31:54KPMG’s AI-driven contact center insights
- 43:29Genesys and Google Assistant integration
- 51:21Q&A and wrap-up
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