Enhancing Customer Support for CSPs: Integrating Google CCAI with Sweepr

In the past 10 years, major players in the SaaS industry (Google, Microsoft, Amazon, etc.) have introduced Contact Center related cloud applications. They vary from CSR enablement, to Contact Center as a Service, to Contact Center Optimization and more. Increasingly, these companies have identified the customers’ demand for not only enhancing the Contact Center experience, but also porting customer care activities to the digital arena. In doing so, some of these companies have taken to creating authoring environments (LEX, DFCX, etc.) to manage these digital interactions. 

If you look at Google as an example, their CCAI product delivers Contact Center intelligence. 

Google CCAI has 3 core components:

• Agent Assist: This tool offers real-time support to call center agents by providing live transcriptions, smart reply suggestions, knowledgebase articles, and sentiment analysis to improve customer interactions
• Insights and Analytics: CCAI offers in-depth analytics to monitor agent performance, customer sentiment, and common issues, helping CSPs make data-driven decisions to improve service quality.
• Virtual Agents: Google CCAI uses DialogFlow CX (DFCX) to create self-service bots that interact naturally with customers via voice, SMS, and chat. These bots handle routine inquiries, provide product recommendations, and gather customer context before routing to live agents if necessary.

Limitations of Google DialogFlow CX (DFCX)

Despite its clear strength in dialog management, orchestration and machine learned intent detection, Google DialogFlow CX (DFCX) has some limitations which have been highlighted by the multiple operators we have worked with using this solution. The overview below effectively shows why it may hinder DialogFlow CX (DFCX)’s effectiveness for CSPs.

Complex UX: Google DialogFlow CX (DFCX) does not offer a simple way to create and maintain workflows ; thus requiring skilled IT teams to maintain the solution, and at worst completely separate technical stacks.

Limited omnichannel capabilities: Google DialogFlow CX (DFCX) allows to build dedicated workflows for your various digital channels ; however it does not do multichannel natively thus requiring a dedicated team per channel.

Complex Customization: While powerful, setting up and customizing Google DialogFlow CX (DFCX)to meet specific needs can be complex and time-consuming, requiring significant technical expertise. Often this requires a separate code based workflow and integration layer which negates any low code authoring benefits

OSS/BSS Integration Challenges: Integrating Google DialogFlow CX (DFCX) with existing systems and workflows in CSPs can be difficult, leading to potential inefficiencies.

Limited Personalization: Although Google DialogFlow CX (DFCX) offers some level of personalization, it does require the involvement of the IT organization to code thus adding an operational burden to the solution.

Scalability Issues: As the workflows become more complex, the complexity of authoring with Google DialogFlow CX (DFCX) becomes a real limitation for the operator. 

Reporting: It is not granular enough to understand workflow-level CX issues.

Limited support for rich interactions. Diagnostics, timeout, lists, checklists, …

Asynchronous Callback: Google DialogFlow CX (DFCX) makes it highly complex to support asynchronous callback functionality making longer lived complex Interactions more complex to deliver.

How Sweepr Addresses These Limitations

Sweepr’s digital care platform complements and enhances Google CCAI, addressing its limitations effectively:

Ease of Customization:

Sweepr offers a no/low-code platform that simplifies the creation and optimization of omnichannel self-care solutions. Business users can design and deploy workflows without needing extensive technical skills.

Seamless Integration

Sweepr sits behind DFCX/CCAI to enable (and enrich) all the benefits of this channel while also enabling mobile app, web and other custom channels including coming channels such as RCS and WhatsApp.

Advanced Personalization

Sweepr leverages detailed customer data to provide highly personalized interactions. It considers the customer’s context, history, and behavior to tailor support experiences uniquely.

Scalability

Sweepr’s platform is scalable, allowing CSPs to maintain high service levels as their customer base grows. It uses advanced AI to manage increasing volumes without compromising on personalization or efficiency.

Limitation Overview	Google DFCX	Sweepr
Complex UX	Google DFCX requires a real ramp-up period to be used efficiently. It is more of a low-code environment for developers than a low-code environment for business teams	The foundation behind Sweepr’s Experience Builder tool is that it was built to be a self-serve portal destined to Business teams. It frees the creation and management of workflows from IT dependencies and empowers the Business and Care teams to control the way they interact with customers.
Limited omnichannel capabilities	Google DialogFlow CX (DFCX) does not offer a simple way to build omnichannel workflows natively; thus leading CSPs to have a dedicated team per channel. It often relies on external additional tools and customers have reported limitations in supporting certain channels.	Sweepr let’s you “Write once, publish many” where the content and logic is an abstracted layer that gets published to all channel at once. You can of course overwrite and create channel specific content when needed but you will retain the ability to have a unique location, logic and optionally content for all channels.
Complex Customization	While powerful, setting up and customizing Google DFCX to meet specific needs can be complex and time-consuming, requiring significant technical expertise and writing code.	Sweepr offers a low-code intuitive environment where only limited technical skills are required to create complex customized experiences.
OSS/BSS Integration Challenges	Integration Challenges with all OSS/BSS: Integrating DFCX with existing systems and workflows in CSPs requires the use of a third party software such as Google Apigee which increases the cost and complexity of your solution	Backend integrations are supported natively in the platform with a templatized and productized adapter layer. That approach still requires code but will substantially speed up any integration task.
Limited Personalization	Although DFCX offers some level of support for personalization, it does not do so without the use of code. It also does not provide any internally calculated personalization data points and does not fully address the unique contexts and preferences of individual customers.	All the data points resulting from back end integrations are available in the no-code environment to create logic and dynamic content. Additionally, the platform calculates Technical Skill and Digital Patience behavioural indicators based on past interactions and allows for Interaction history to be used in decisioning logic.
Scalability Issues	As the workflows become more complex, the complexity in terms of authoring has real limitations for the operator and does not offer an ML-ready environment	Sweepr is built to offer a modular approach to authoring where content can be reused, workflows are easy to read and manage and a multi-level logic framework is offered to support a seamless transition from heuristic rules-based logic to ML.
Reporting	Reporting is not granular enough to understand workflow-level CX issues	Reporting is not an add-on in Sweepr. It is the way the platform supports Continuous Improvement. This means that the reporting suite is focused on CX and goes into details to highlight the choke points where customers abandon the experience.
Limited support for rich interactions	Limited or customized	Sweepr offers rich interaction styles out of the box by supporting through UI things such as diagnostics, timeout, lists, checklists, images, carousel
Asynchronous Callback	DFCX makes asynchronous callback functionality difficult to implement, often limiting the quality of CX delivered.	A webhook and endpoints are delivered out of the box to support various needs to manage asynchronous communications

Benefits of Augmenting Google DialogFlow CX (DFCX) with Sweepr

By integrating Sweepr with Google DialogFlow CX (DFCX), CSPs can unlock several key benefits:

• Enhanced Customer Satisfaction: With Sweepr’s advanced personalization and intuitive self-care solutions, customers receive faster, more relevant support, leading to higher satisfaction rates.
• Improved Operational Efficiency: Sweepr’s platform cuts the dependency on IT resources for development, reduces the need for a dedicated team per channel and reduces the time and effort required to create and update workflows, significantly cutting down implementation and maintenance times.
• Greater Insights and Analytics: Combining the analytical capabilities of both platforms provides deeper insights into customer interactions and agent performance, enabling continuous improvement.
• Increased Resolution Rates: The combined power of Google CCAI and Sweepr enhances the accuracy and speed of issue resolution, reducing the need for escalations and follow-up calls.
• Proactive Support: Sweepr’s ability to deliver proactive care based on predictive insights ensures that potential issues are addressed before they escalate, improving overall service reliability.

Conclusion

Integrating Sweepr directly with Google CCIA or as an overlay of Google DialogFlow CX (DFCX) provides CSPs with comprehensive, scalable, and highly personalized solutions for Digital Care.

This synergy enhances operational efficiency, boosts customer satisfaction, and delivers superior digital care experiences. 

 Embrace the future of customer support by augmenting your Google DialogFlow CX (DFCX) stack with Sweepr’s innovative platform.