Google LLC said today it’s expanding its Business Messages service that makes it easier for customers to connect to companies when they need support.
Business Messages is an artificial intelligence-powered system released by Google Cloud. It loops in customers via text chats that can be launched from the places they normally seek answers such as Google Search, Maps or brand websites and apps.
Using Business Messages, chatbots can process conversational text and respond with natural-sounding replies. The bots can also be programmed to connect to databases and display local inventory, pricing plans and other scripted information on demand. Not least, it can hand off the conversation to a human for continued support if needed.
In a blog post, Google Director of Business Communications Partnerships Bart Jenniches said Business Messages enables users to go directly from a Google Search to a one-on-one conversation with a brand when they need deeper answers.
The service has apparently proved to be popular, for today Google said it’s expanding Business Messages’ partner ecosystem to include Twilio Inc. and Genesys Telecommunications Laboratories Inc., available now, and Avaya Inc. in the coming months. These partners will work with companies that want to deploy Business Messages, providing hands-on development, technical support and customized application development services to companies interested in adopting Business messages.
“Our partners specialize in solutions for a number of verticals like retail, banking, automotive, telco and many more,” Jenniches said. “They also work with businesses to implement both AI Bot and Live Agent chat solutions to help ensure businesses stay open for conversations to engage with customers and advance those conversations through the purchase funnel when they need help.”
Business Messages today supports a wide range of businesses, ranging from pharmacies and luxury brands to supermarkets and airlines, Jenniches said. Those businesses have worked with Google’s partners to create highly personalized chat experiences that help customers find the answers they need more easily and faster. For instance, the Canadian telecommunications firm Vidéotron Ltée worked with Khoros LLC and within hours was seeing a big improvement in its customer support metrics using Business Messages.
Google maintains a directory of partners to help companies build better Business Messages experiences here.