CCAI and Apigee

Transforming Customer Care with CCAI and Apigee

What is CCAI?

Contact Center AI is an integrated contact center automation solution that uses Google AI to transform the contact center experience. It lets any company that handles inbound customer contacts create a high-quality customer experience at minimal cost. CCAI can take several forms, depending on the use-cases a customer seeks to address.

CCAI + Apigee

CCAI must often interact with the customer’s enterprise systems in order to accomplish tasks. There are two primary patterns where CCAI’s efficacy is especially dependent on the customer’s API maturity:

  • Virtual agents. For both voice & text, Dialogflow distills the customer’s natural language into intents (eg: pay-phone-bill) & parameters (eg: bill-amount: “300”) -- then hands that information to an API so that the desired action (paying a bill, in this case) can be performed. We call this handoff process fulfillment. Apigee greatly simplifies the development of these fulfillment APIs. 
  • Agent assist. Some calls will continue to be fielded by traditional, human agents. CCAI parses the call in real-time and - based on the perceived needs of the caller - presents contextual information to the human agent that may assist in serving the caller. This information must be retrieved, via API, from the enterprise. Apigee simplifies the development of these APIs, as well.  
CCAI (like most AI solutions) depends on enterprise data, systems, & business functions. Apigee addresses this dependency, removing the need for bespoke custom solutions. 

Value

Customers will, one way or another, attempt to address the API challenges that come with grafting a dynamic, AI-powered solution (CCAI) onto their existing infrastructure. Some will employ a competitive API platform (eg: from Amazon). Some will write custom code, to bridge the gap. Pairing CCAI and Apigee addresses a number of key challenges for customers that go unaddressed with other approaches.  

For Google - this grants additional differentiation to CCAI, helps GCP sellers achieve direct quota relief (Apigee being sold on Google paper), & sets the stage for land/expand conversations (based on Apigee) following the CCAI sale. Our customers experience benefits in line w/ the graphic below.

Use Cases

Identifying use-cases where CCAI and Apigee work better for the customer is an easy challenge. 
  • For enabling fulfillment for CCAI, there is no better choice than Apigee. 
  • Already integrated, faster time to market, and easy enablement of wiring in your data systems.
  • Apigee enables for your CCAI solutions to support omni-channel plays out-of-the-box and supports value beyond the call center.
  • Apigee makes App modernization, cloud migration an after-thought and not a huge endeavor. 
  • And most importantly, Apigee helps remove the burden of technical debt and accelerate the rate of innovation.

CCAI with Apigee

Apigee can reduce time to close,  increase win rate & deal size for CCAI. Change the conversation to one of end-to-end customer experience

  • Solve the fulfillment challenge
  • Unlock context for human agents
  • Drive targeted, tailored marketing
  • Land & expand APi products

  • Solve the fulfillment challenge

    Accelerate development of CCAI-compatible APIs to fulfill agent actions.


  • Unlock context for human agents

    CCAI surfaces information from other business systems for in-call context.  For this to work, these systems must have secure, speedy APIs.


  • Drive targeted, tailored marketing

    Apigee can share key moments from call center interactions with the customer’s Ads & Marketing pipelines.


  • Land & expand API products

    A customer who builds a collection of API Products for call center fulfillment… now has externalizable APIs for other (new) apps & integrations.  More GCP value to sell.


Go To Market Assets

CCAI and Apigee solution with specific sales plays and guides to give partner account executives ability to joint sell.

Making Apigee part of every deal

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Demos and Assets

For CCAI+Apigee opportunities, this section  contains references to how to conduct a demo and reference to assets for partners.

Solution Definition Addendum

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Customer References and Guides

Use the customer references as a tool to get the opportunity to commit to the next phase of the sales process. Include are key references of top clients using CCAI with Apigee.

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