KPMG and Google Cloud launch AI contact center solution

The integration of two solutions will aim to provide KPMG customers with improved customer service, lower operating costs and advanced insights


KPMG International has announced its plan to integrate its Intelligent Interactions solution with Google Cloud's Contact Center AI.

The two companies will aim to create a solution that utilizes multiple artificial intelligence (AI) products to improve customer service and contact center productivity.

KPMG's Intelligent Interactions solution employs AI, machine learning (ML) and data and analytics for automating and enhancing customer experiences and touchpoints, while Contact Center AI allows enterprises with limited ML expertise to use AI in their contact centers. When the two solutions are integrated, KPMG's clients would be able to increase the quality of their customer service, decrease operating costs and gain new insights with data and analytics.

Visit Innovation Enterprise's Chief Data Officer Summit in New York, December 12-13, 2018.

"Contact Center AI accelerates an organization's ability to understand customer trends so they can enable customer interaction channels with operational, training and decision-making analytics," said Miriam Hernandez-Kakol, KPMG's global leader for customer and operations advisory in the US. "With faster access to insights and enhanced understanding of intent and reason, businesses can proactively respond to trending customer needs, while reducing costs and improving efficiencies."

Hernandez-Kakol added: "The art of the possible with analytics is where we really help provide value in teaming with Google Cloud. Our investment and capability in ML, smart analytics and other intelligent automation technologies is underpinned by a business-first, issue-led approach that helps KPMG clients achieve a more consistent and improved customer experience spanning email, voice, chat, search and virtual assistant channels." 

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