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TECH BUYER Aug 2018 - IDC Perspective - Doc # AP44218718

RingCentral and Google Brings Artificial Intelligence (AI) to Contact Centers

By: Chwee Kan Chua, Chris ZhangResearch Manager, IDC Asia/Pacific Software Research Group., Jessie Danqing CaiSenior Research Manager, Sandra NgGroup Vice President, Practice Group, IDC Asia/Pacific

Abstract

This IDC study analyzes the recent announcement and demonstration of RingCentral's integration with Google's Contact Center AI at Google's Next18 event. This is a significant enterprise application of artificial intelligence (AI) as it is highly visible to consumers — the customers of enterprises where the front line is or where first contact occurs.

"Organizations are beginning to understand and see the benefits of embedding AI into their business including creating a differentiating value to their customers. AI-enabled customer contact solutions are in line with IDC's prediction that at least 15% of businesses' standard customer experience decisions will be handled by algorithms by 2020; as companies shift from person-to-person to machine-to-person engagement and transactions," said Chwee Kan Chua, global research director at IDC Asia/Pacific.


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