There is Google Announcement An update to Business Messages, a Nifty feature that allows enterprises to chat with customers directly from search.
The company has partnered with three world leaders Twilio, Genesys and Avaya for help desk software and customer service tools to expand what Business Message can do.
By adding these three partners, Google is automatically acquiring skills in using AI chatbots in a number of industries, including retail, banking and telco, as well as to interact and assist customers.
Google Business Message
“With hundreds of partners using the weekly service, we are excited to further develop our partner community so that we can work hand-in-hand with those companies to provide the best possible experience for everyone there,” the company says.
According to Google, business messages are available in over 70 languages worldwide, with millions of businesses using the tools every day.
The service is powered by Google Cloud, using its AI Smart to help customers automate, reducing the need for hundreds or thousands of support staff to be available around the clock.
Bots can be pre-programmed by companies to show inventory availability, pricing, and other scripted information whenever a customer asks. If that evidence is not enough, bots can be handed over to a human.
A drama for customer service
Google’s Business Message is already among the best communication centers as a service (CCaaS) software, and these updates will only improve its position.
In partnership with Google Kharos, Canadian Telecom is conducting several case studies from businesses that use its services, such as Vidéotron, where the average time to handle requests is reduced by 50%, just four hours after setup.
Google has some serious competition, though, and WhatsApp has recently introduced a host of business-oriented chatting tools.
But Google has one of the best trenches around: People use its services to find information about business, perhaps one of the first steps in their journey. If you need to know something, you are going to Google.