Google Cloud Expands Vaccine Equity with Contact Center AI

Google Cloud recently announced that it is expanding its Intelligent Vaccine Impact (IVIs) solutions platform to support vaccine equity at scale. 

As part of the IVI effort, Google launched the Contact Center AI (CCAI), which scales call center human operations with intelligent virtual agents that understand, interact, and talk with individuals 24/7 in real time.

The technology is crucial in reaching those with limited technology proficiency, as well as those without access to a computer, a smartphone, or the internet. Additionally, CCAI is beneficial for non-native speakers, as it supports nearly 28 languages and dialects, Google Cloud said. 

April 15, 2021 - The intelligent virtual agents are available through any platform that is most convenient for residents, including chat, text, web, mobile, and phone. The agents can assist with questions, registration, scheduling, and follow-up reminders, a Google spokesperson explained.

Virtual agents also directs users to local resources, answers questions, and provides guidance for registration, eligibility, locating vaccination sites, and the appointment scheduling process through a web presence. 

“Users of this solution benefit from our world-class cloud compliance certifications and best-in-industry fraud and threat protections against malicious actors. This technology can work for both inbound and outbound phone calls to reach populations that may not engage online, via SMS, or email communication,” a Google Cloud spokesperson said in the announcement.

“Multilingual virtual agents can also provide assistance for individuals who are more comfortable in their native language, both online and over the phone,” they continued.

CCAI is built on Google Cloud’s Conversational AI, which is a foundation that provides human-like experiences to support vaccine equity.

The virtual agent must be able to comprehend how individuals talk, including the many different ways in which they will express the same question.

For example, one person may ask, “When can I get the vaccine?” Meanwhile, another person may ask, “When can I get it?”

The slight difference between the questions is important to consider. The intelligent virtual agent in the CCAI can interpret and understand the context of the question and correctly answer it. 

Vaccine eligibility can change daily and, therefore, questions surrounding this topic can change as well. Virtual agents are able to give public health agencies the ability to update questions in real-time.

Having the ability to easily update responses boosts trust and conveys authoritative information at all times, Google emphasized. 

CCAI can extend to existing systems and go beyond standard questions and answers in order to be the most helpful. Therefore, it is important that virtual agents take action on behalf of the person calling. 

The center allows for easy integration into existing scheduling or registration systems so that callers who need to change their appointments can do so without logging into a website. 

So far, New York State has implemented CCAI to provide New Yorkers with real-time answers to their most pressing questions regarding vaccine safety and efficacy. 

CCAI has helped the state deflect about 25 percent of incoming calls because of the virtual agents now in place. This helped to free up staffers at the call center to answer more unique questions and cases, Google said. 

Although virtual agents will not replace human agents, they will provide more interactive options. New York also enabled the virtual agents to understand and respond to questions in Spanish, with plans to add more languages soon.