Just like Amazon launched a product that can deeply understand human conversations and capture tone and intonationNew Nova Sonic ModelGoogle has also added many features to its Customer Engagement Suite, which combines Google AI technology, allowing developers or businesses to create digital customer service systems that are close to real-life voices, have computer vision analysis, and can be connected with other application services.
In a presentation at the Google NEXT'25 event, Google used the interactive model between the online purchase of gardening supplies and a digital customer service system as an example. When a consumer asks about suitable fertilizers for specific plants, the digital customer service system not only interacts with the consumer in a human-like voice, but also asks the consumer to authorize the use of the phone's camera to take photos, identify the plant species in the consumer's hand, and determine whether the fertilizer purchased by the consumer is suitable.
When a consumer requests a discount for purchasing multiple bags of fertilizer, the digital customer service system can indicate during the interaction that they are attempting to negotiate with a supervisor. On the back of the system, the system communicates with the supervisor via text message via the internal communication platform. Once the supervisor agrees to a discount, the digital customer service system converts the text message into a spoken message and conveys it to the consumer, adjusting the price of the items in the consumer's shopping cart.
During the communication process, consumers will hardly feel that the person they are interacting with is not a real person. The person's tone of voice is almost the same as that of a real person. The person can even communicate and interact with consumers instantly and respond to consumers' questions in a very emotional way.
In practical application, this solution will help alleviate the shortage of customer service staff faced by most brands, maintain consistent quality in external services, and even help resolve more consumer issues more efficiently.
