Customer experience services firm Sabio Group has expanded its partnerships with Google Cloud and Twilio, by building a new solution to “rapidly deploy” Google Cloud Contact Center AI (CCAI) across the Twilio Flex platform.
The new Sabio connector enables businesses to use the programmability of Twilio Flex to optimise their customer and agent experience, with conversational virtual agents powered by Google Cloud’s Dialogflow CX, Agent Assist and CCAI insights.
“This is an exciting next phase of our partnership with Google Cloud and Twilio, and one that strongly showcases how AI can be used to transform customer experiences,” said Stuart Dorman, Sabio chief innovation officer.
Matt Rogers, vice president of market development at Twilio, added: “Deploying this solution enables customers to deliver key enhancements using conversational virtual agents across all channels, with real-time assistance for agents, all via a single agent desktop and using CCAI insights to drive continuous improvements. The strengthened partnership enables a single cloud platform capable of delivering highly personalised and intelligent contact centre capabilities.”
With pre-built dashboards, customers can gain insights into the conversations that their customers are having with the CCAI virtual agent.