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Explore how generative AI is revolutionizing contact center customer experiences in this 47-minute conference talk from Google Cloud Next. Discover the journey from enhanced self-service to improved live agent interactions and powerful insights driving continuous improvement. Learn about agent assistance, conversational insights, and the Contact Center AI (CCAI) platform. Delve into topics such as intelligent business automation, workforce management, and digital transformation. Join speakers Shantanu Misra, Alex Tran, and Swarup Pogalur as they discuss implementation strategies and future plans for reimagining customer experience journeys using cutting-edge AI technologies.
