Antony Passemard's guest appearances

Antony Passemard

VUX World

TalkingHeadz Podcast

Philipp Heltewig

Anand Janefalkar

Marc Bernstein

Dan Miller

Jeff Lawson

Julien Codorniou

John Campbell

Greg Bennett

Jon Chu

Stewart Butterfield

Bryan Martin

Jeff Smith

Bob Moore

Rowan Trollope

Dave Grossman

OwlTail

Google Cloud's Head of Conversational AI and Contact Center, Antony Passemard, joins us to dive under the hood of Google CCAI; Google's Contact Centre AI product.Antony manages the entire product suite and joins us to share what CCAI is, how it's being used to improve customer experience within contact centres across industries, as well as describing how you can use the tools yourself to streamline service delivery using conversational AI.Running order:00:00:00 Intro00:02:53 About Antony Passemard00:04:16 Does CCAI have a relationship with Google Assistant?00:06:35 Overview of CCAI00:07:20 What drove the need for DialogFlow CX?00:10:42 Can you move from ES to CX?00:11:50 Who is CX for?00:13:00 Core reasons for using DialogFlow CX vs ES00:17:30 Michael Kenny: Will DF CX open up third part integrations for CMS etc?00:19:40 What has CCAI taken from Google Research?00:23:13 BERT: what's it being used for?00:26:10 What is Agent Assist?00:28:50 What does Agent Assist look like and where is it?00:31:04 How is Agent Assist implemented?00:35:00 How will Agent Assist improve over time?00:37:05 How do you approach feature building and roll out?00:41:00 Focus on successful conversations00:42:50 Can you implement Agent Assist on your own?00:47:00 How to implement DialogFlow into contact centres00:52:35 Insights00:57:00 Can you use Insights to find and prioritise use cases?00:58:35 How to measure successful conversations01:05:05 How to find out moreLinksFind out more about Google CCAI  Hosted on Acast. See acast.com/privacy for more information.

Google Cloud's Head of Conversational AI and Contact Center, Antony Passemard, joins us to dive under the hood of Google CCAI; Google's Contact Centre AI product.Antony manages the entire product suite and joins us to share what CCAI is, how it's being used to improve customer experience within contact centres across industries, as well as describing how you can use the tools yourself to streamline service delivery using conversational AI.<h3>Running order:</h3>00:00:00 Intro00:02:53 About Antony Passemard00:04:16 Does CCAI have a relationship with Google Assistant?00:06:35 Overview of CCAI00:07:20 What drove the need for DialogFlow CX?00:10:42 Can you move from ES to CX?00:11:50 Who is CX for?00:13:00 Core reasons for using DialogFlow CX vs ES00:17:30 Michael Kenny: Will DF CX open up third part integrations for CMS etc?00:19:40 What has CCAI taken from Google Research?00:23:13 BERT: what's it being used for?00:26:10 What is Agent Assist?00:28:50 What does Agent Assist look like and where is it?00:31:04 How is Agent Assist implemented?00:35:00 How will Agent Assist improve over time?00:37:05 How do you approach feature building and roll out?00:41:00 Focus on successful conversations00:42:50 Can you implement Agent Assist on your own?00:47:00 How to implement DialogFlow into contact centres00:52:35 Insights00:57:00 Can you use Insights to find and prioritise use cases?00:58:35 How to measure successful conversations01:05:05 How to find out more<h3>Links</h3><a href="https://cloud.google.com/solutions/contact-center" rel="noopener noreferrer nofollow" target="_blank">Find out more about Google CCAI</a> Hosted on Acast. See <a href="https://acast.com/privacy" rel="noopener noreferrer nofollow" target="_blank">acast.com/privacy</a> for more information.

Google CCAI with Antony Passemard

Dave and Evan chat with Antony Passemard, Applied Conversational AI and CCAI lead at Google Cloud. This is a naturally intelligent conversation about how AI is changing the contact center. We cover terminology and then get into how Google is leveraging its vast AI capabilities to improve customer service - at other companies. Antony has been in IT for over 20 years and spent the last 12 working on Enterprise products and partnerships at companies like Yahoo, Salesforce.com, AWS and now Google Cloud. Today Antony heads up product and strategy for Google Cloud's conversational AI solutions with a strong focus on Contact Center AI. Antony is originally from France and came to California to study for an MBA at the Haas School of Business from which he graduated in 2009, and stayed ever since with his wife and 2 children.

<a href="https://www.linkedin.com/in/davemichels/" rel="nofollow" target="_blank">Dave</a> and<a href="https://www.linkedin.com/in/evankirstel/" rel="nofollow" target="_blank"> Evan</a> chat with <a href="https://www.linkedin.com/in/antonypassemard/" rel="nofollow" target="_blank">Antony Passemard</a>, Applied Conversational AI and CCAI lead at Google Cloud.  This is a naturally intelligent conversation about how AI is changing the contact center. We cover terminology and then get into how Google is leveraging its vast AI capabilities to improve customer service - at other companies.  Antony has been in IT for over 20 years and spent the last 12 working on Enterprise products and partnerships at companies like Yahoo, <a href="http://Salesforce.com" rel="nofollow" target="_blank">Salesforce.com</a>, AWS and now Google Cloud. Today Antony heads up product and strategy for Google Cloud's conversational AI solutions with a strong focus on Contact Center AI. Antony is originally from France and came to California to study for an MBA at the Haas School of Business from which he graduated in 2009, and stayed ever since with his wife and 2 children.

TalkingHeadz with Antony Passemard of Google CCAI