Google Contact Center AI

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Google Contact Center AI (CCAI) is an AI platform that you can integrate with CXone as an agent assist A software application that provides context-specific help to the agent. application. You can use CCAI with voice and CXone chat interactions.

CCAI listens to both sides of an interaction using technologies like:

For voice interactions, it captures the audio and transcribes it into text. It takes the text from chat interactions or voice transcripts and processes it to determine the contact's intent What the contact wants to communicate or accomplish . When that's known, CCAI offers the agent information that may help address the contact's concerns.

Information CCAI offers to agents is completely customizable. You supply all resources you want to be available for CCAI to offer. When setting up CCAI with Google, you configure and train the agent assistant application to connect intents with the appropriate resources.

Requirements

Before you can set up Google Contact Center AI to work with CXone, you must have a Google Cloud Platform account with Google Contact Center AI Agent Assist or an OEM account.

Google Contact Center AI Management

CCAI is an agent assist A software application that provides context-specific help to the agent. application, which you can manage in Agent Assist Hub. To access Agent Assist Hub, you need to use CXone Studio. If you don't have Studio installed, you can download and install it.

You can also work with your organization's CXone workflow designer or with your CXone Account Representative to configure this feature.

CCAI Agent Assist Configuration

Before setting up CCAI in CXone, you need to configure it in Google. Your CXone Account Representative can help you with this process.

When you add a CCAI agent assist A software application that provides context-specific help to the agent. app to Agent Assist Hub in CXone, you need the following information.

View information about Google Contact Center AI configuration fields

Field	Details
JSON Service Account	Paste in the entire contents of the service account key that you created in the Google Cloud Console for Google Contact Center AI. The service account key is a JSON object similar to the following example. { "type": "service_account", "project_id": "ic-demo2-aai-gcp", "private_key_id": "sdv80sdf08ssd9sdf0sdf8sdfsdf90sdf8", "private_key": "-----BEGIN PRIVATE KEY----- nMIIEvgIBADANBgkqhkiG9w0BAQEFAASCBKgwggSkAgEAAoIBAQCzgrS8vp <private key has been truncated for this example> ----END PRIVATE KEY-----\n", "client_email": "your@client_email-gcp.iam.gserviceaccount.com", "client_id": "123456789", "auth_uri": "https://accounts.google.com/o/oauth2/auth", "token_uri": "https://oauth2.googleapis.com/token", "auth_provider_x509_cert_url": "https://www.googleapis.com/oauth2/v1/certs", "client_x509_cert_url": "https://www.googleapis.com/robot/v1/metadata/x509/dialogflow-dthjop%40ic-demo2-aai-gcp.iam.gserviceaccount.com" }
Language	Select the language you want the agent assist app to use. This should match the language that your agents use when handling interactions.
Region	Enter the region where your CCAI agent assistant is hosted.
Conversation Profile ID	Enter the ID of the conversation profile you want this CCAI agent assist app to use. You must create a conversation profile as part of setting up CCAI with Google. It determines the suggestions made to agents during interactions.
Participants	Select whether you want the agent assist app to listen to the Patron Only, the Agent Only, or Both. This setting defines which information the application uses to determine what resources to display to the agent. For example, if you select Patron Only, CCAI only listens to the contact's side of the conversation. The information that CCAI displays to assist the agent is based only on what the contact says or types.
Agent UI Option	Select the option for how you want CCAI to display information to the agent: Knowledge Base Article Suggestions—The agent sees suggestions in the agent assist panel in MAX. Suggestions consist of knowledge base articles or FAQ answers in real-time as CCAI determines resources that address the contact's needs. No Assist Panel shown to Agent—The agent application doesn't display an Agent Assist panel to the agent. Instead, CCAI sends all agent assistance information to a different location, such as a screen in a third-party CRM application. This option requires additional configuration in Google Contact Center AI. Use custom URL for Agent Assist Panel—The agent assist panel in MAX displays content from the URL you provide. You can configure CCAI to populate the URL with the information you need it to show agents. This could include knowledge base articles, checklists for compliance, forms to complete, and so on.

Agent Experience with Google Contact Center AI

You can use Google Contact Center AI with any agent application, depending on the Agent UI Option you select when configuring CCAI. MAX is currently the only supported agent application if you want the agent assistance to appear within the agent application. If you want to use CCAI with other agent applications, you can choose the No Assist Panel shown to Agent option.

If you use the Knowledge Base Article Suggestions or Use custom URL for Agent Assist Panel agent UI options, the agent assist panel appears in MAX. At the start of an interaction in MAX, the panel slides out from the right side of the application. Throughout the interaction, as CCAI determines that a resource would be helpful, that information displays on the panel in MAX.