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Telia brings Google’s AI into customer service platform


Telia will integrate Google's Cloud artificial intelligence (AI) technology into its Telia ACE customer service platform for contact centres.

Telia ACE handles 150 million calls and 200 million digital contacts every year, supporting customer communication via calls, chats, social media and email. These interactions are increasingly handled by virtual agents and Telia is now looking to AI for further improvements in service quality and availability.

Google Contact Center Artificial Intelligence (CCAI) solution can retrieve database information, guide through processes, search support systems and analyse interactions in real-time to support customer service agents or fill in for them if they are busy.

Mathias Johansson, Head of AI & Automation at Telia, said, “We are very pleased with the partnership with Google Cloud. It provides our customers with one of the world's most advanced AI solutions on the leading customer service platform in the Nordic region. This takes Telia ACE to the next level and makes the digital interaction an even better experience for our customers' customers.”

Into the ecosystem

“Bringing together Telia ACE’s ability to deliver software and services in the Nordics region and Google Cloud’s AI innovation will deliver impactful technology for contact centre transformation and meet more customers' needs for AI & ML-powered technology within their business,” added Eva Fors, Managing Director, Google Cloud Nordic Region.

Through the partnership, Telia can also offer customer service in Google's ecosystem of services and products, such as Google Home and Google Assistant.

"This is the starting point for future customer meetings and we see many exciting opportunities going forward, for example within our solution for the smart home," said Mathias Johansson.