Contact Center AI with Amit Kumar and Vasili Triant
Release Date: 06/22/2022
How UniSuper is helping Australians get the best of their superannuation fund investments with cloud
Google Cloud Platform Podcast
In this special episode, we are featuring . In Australia, every employee is required to select their superannuation fund of choice to help them invest a portion of their income. Having celebrated its 40th anniversary recently, UniSuper, one of Australia’s largest superannuation funds, is committed to delivering value and efficiency for its members. Started as a fund for the higher education and research sector, it has now opened its platform to all industries across the country. Today, UniSuper invests more than $120 billion on behalf of more than 620,000 members. With the new...
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Creating a sustainable EV ecosystem in Taiwan with ChargeSmith
Google Cloud Platform Podcast
In this special episode, we are featuring . As the electric vehicles (EV) sector accelerates, drivers are finding it a challenge to conveniently access charging points. This has become one of the biggest concerns for EV drivers around the world. Intending to solve this problem, Taiwan-born company offers EV users an end-to-end charging solution by developing a map for drivers, with the most updated information on location and availability of charging points around the country. Today, ChargeSmith serves more than 70% of EV users in Taiwan, partnering with various charging point...
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Tapping onto AI to build a more sustainable future with Recursive AI
Google Cloud Platform Podcast
In this special episode, we are featuring . AI is seen as a powerful tool and enabler for businesses around the world. At the same time, more organizations are looking for ways to operate more sustainably. To combine the two, was established in 2020, formalizing the way AI can be used for sustainability. Whether it’s through innovation, improving productivity, providing better education, or using AI for prevention and mitigation efforts in managing climate change, Recursive AI is changing the sustainability landscape one project at a time. In this episode, Recursive AI co-founder Tiago...
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Streamlining the Philippine education network with an all-in-one school management app with Wela
Google Cloud Platform Podcast
In this special episode, we are featuring . In the Philippines, class sizes in schools are often quite large with an average of 30 students per class. This makes keeping track of individual students’ progress a challenge. To solve this problem, John and Chris Fiel, co-founders of Wela School Systems developed a digital solution for schools, teachers, and parents to keep track of basic administrative tasks like daily attendance-taking and keeping record of grades, among other things to keep paperwork at bay. Starting with just three schools upon launch, Wela now serves more than...
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GoJek’s digital journey to becoming one of Indonesia’s biggest multi-platform apps
Google Cloud Platform Podcast
In this special episode, we are featuring . Theo Davies and speak to , Head of Technology at GoJek, who shares inside knowledge on GoJek’s explosive growth, from being a ride hailing app, to a multi-platform one that is a now a major eCommerce player in Indonesia, especially in last mile delivery. Sartaj shares GoJek’s focus on three pillars, customer incentive, driver rewards and pricing, to ensure consistency in service delivery quality. He also discusses how he looks to improve platformization with his team through innovation, by putting people over processes, and helping...
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2022 Year End Wrap Up
Google Cloud Platform Podcast
Happy Holidays from all of us at Google! This week, hosts , , and are sharing their favorite moments from the year! From great partnerships with national companies, new releases in some of your favorite Google software tools, and a trillion digits of pi, we’re breaking down some 2022 highlights and introducing special guest Podcast Producer Kevin McCormack to help with a fun podcast trivia game! Carter Morgan is Developer Advocate for Google Cloud, where he creates and hosts content on Google’s Youtube channel, co-hosts several Google Cloud podcasts, and designs courses like the Udacity...
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Cloud Workstations with Marcos Grappeggia and Antoine Castex
Google Cloud Platform Podcast
and welcome fellow Googler and of L’Oreal to talk about Cloud Workstations, Google’s software that provides managed development environments. Marcos elaborates on the power of Cloud Workstations and all the features and offerings this software provides. The preconfigured nature of Cloud Workstations means developers simply press a button and get an IDE so they’re ready to code quickly. Other teams benefit as well, with templates created by Cloud Workstations that specify options to be preinstalled. Marcos talks more about the benefits of Workstations over local environments,...
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Active Assist and Resource Lifecycle Management with Sharon Fang and Michael Sudakovitch
Google Cloud Platform Podcast
Guests Sharon Fang and Michael Sudakovitch are here this week to talk with and about Google’s Active Assist optimization portfolio and managing cloud projects efficiently. Michael, tech lead at Uber, first employed Active Assist for the company in their security department, but they have since realized how useful Active Assist is in many areas of the resource management space. Responsible architects, Michael points out, continually evaluate their resources and patch, update, or remove as necessary to ensure proper security and optimize spending. Sharon helps us understand resource...
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Database Migration Service with Shachar Guz, Inna Weiner, and Gabe Weiss
Google Cloud Platform Podcast
talks with guests Shachar Guz, Inna Weiner, and about Google’s Database Migration Service and how it helps companies move data to Google Cloud. What typically is a complicated process, DMS simplifies everything from planning to security to validating database migrations. DMS has undergone some changes since last we spoke with Shachar and Gabe. It’s gone GA and helped thousands of customers benefit from the service. Migrations are possible from any PostgreSQL database source to AlloyDB for PostgreSQL, which is designed to support HTAP data (transactional and analytical). One of the most...
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ML/AI Data Science for Data Analytics with Jed Dougherty and Dan Darnell
Google Cloud Platform Podcast
On the show this week, and talk about AI and ML data analytics with Dataiku VP of Platform Strategy, Jed Dougherty, and Head of Product Marketing, Dan Darnell. Dataiku is an AI platform targeted for business team collaboration. The low and no code environments make it easy for developers and not so tech savvy employees to work together on analytics projects. It strives for everyday AI, making these normally highly technical data processes more accessible. Our guests detail the tools Dataiku provides customers, including ML Ops features for efficient models. Dataiku’s managed offering...
info_outlineThis week on the GCP Podcast, Carter Morgan and Max Saltonstall are joined by Amit Kumar and Vasili Triant. Our guests are here to talk about new features in Contact Center AI.
Amit starts the show helping us understand what Contact Center as a Service is and what makes this unified platform so useful for enterprise companies. The scalability helps keep costs down and overall satisfaction up while leveraging advances in cloud. UJET and Google Cloud have worked together to bring this AI advancement, and our guests describe the partnership and evolution CCAI. CCAI has streamlined the Contact Center as a Service space, helping businesses work efficiently and while putting an emphasis on positive experiences for the end customer.
CCAI users can use the platform straight out of the box or customize it to build specific experiences with tools like Dialogflow. Amit further describes the tools available like Interactive Voice Response and for which circumstances each tool would be most useful. The journey to CCAI can be easily managed by a team who knows the business well. We learn more about the onboarding experience and the skills required to transition.
Vasili talks about the past and future of Contact Center and how customer information is used not just for sales purposes but for bettering the customer service experience. Our guests share success stories from companies like FitBit and how CCAI is used to handle customer interactions through the app. Things like the call back feature save customers the time and frustration of waiting on hold and save businesses money.
Amit Kumar
Amit is responsible for bringing GCP’s native CCaaS offering to market and helps enterprise customers modernize their contact centers. Previously, Amit worked as a Cloud AI Incubator lead where he helped customers in adopting Google’s conversational AI technology. He also has an extensive background in large scale cloud transformational efforts and have worked with enterprise software companies mainly Salesforce and TIBCO Software.
Vasili Triant
As UJET’s Chief Operating Officer, Vasili Triant oversees all Go To Market activities including Sales, Channel, Alliances, and Customer Success. Triant brings more than 20 years of experience in Telecoms, Unified Communications (UC), and Contact Center industries, having previously served as VP/GM of Contact Center at Cisco, where he achieved the fastest growth in over a decade through a focus on global alliances and enterprise cloud-readiness.
Cool things of the week
Interview
- Contact Center AI Platform site
- Contact Center AI reimagines the customer experience through full end-to-end platform expansion blog
- UJET site
- Dialogflow site
- Google Assistant site
- One United Bank site
- FitBit site
What’s something cool you’re working on?
Max is working on expanding the podcast platform by collecting and adding more content.
Carter is working on his Google Project Management: Professional Certificate.
Kelci has been working on Google Cloud Skills Boost.
Hosts
Carter Morgan and Max Saltonstall