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Your guide to all things AI & ML at Google Cloud Next

Mark your calendars—Google Cloud Next is coming October 12–14, 2021.We’ll kick off each day with a live broadcast and keynote to showcase our latest launches and share how customers and partners are tackling today’s greatest business challenges. You can also participate in online interactive experiences and attend on-demand sessions that align with your interests and schedule. Overall, we’ve designed Next ’21 as a customizable digital adventure to allow for a more personalized experience. If you’re anything like me, you’ll be tuning in to learn more about AI and ML. And good news—we have a lot to share! Below is your guide to my top recommendations for AI and ML content. Whether you want to hear directly from our customers about applying AI to real challenges, learn more about our newest products and announcements, or get hands on with training opportunities, we’ve got you covered.Plus, Google Cloud Next is free this year, so the experience is inclusive and accessible to everyone. Register now! Level Up Data Analytics with AIWith organizations investing rapidly in their AI/ML strategies, Google Cloud is doubling down on our commitment to meet customers where they are. Whether that means making it easier to build custom ML models or providing out-of-box AI capabilities built for specific use cases, our goal is to accelerate our customers’ paths from AI investment to improved business outcomes. . Within the Data Analytics and AI sessions at Next, learn how customers are finding success with Vertex AI, and discover new product announcements that will transform the way your data end users ingest and analyze data and deploy ML models. SessionsAI102: Why Vertex AI is even easier for developersDA200: Build an interactive machine learning application with Looker and Vertex AIGCD118: The State of Data Science and Machine Learning in 2021Learning Labs HOL103: Vertex AI: Qwik StartHOL104: Build an AutoML forecasting model with Vertex AIGCD103: Data Science with Vertex AISpeaker SpotlightJaime Espinosa, Senior PM, Machine Learning, Twitter Jaime’s career as a Product Manager is focused on ML and/or Platforms, and he’s educated as a technology generalist, with multiple engineering degrees focused on end-to-end systems. He has delivered ML-based products for scientific computing, sales, real-estate, robotics, business intelligence, HPC, and CPU design. Often working from ideation to delivery, he has worked on eight platforms, including the first serverless product. Jaime has led six ML platforms at Microsoft, Intel, Algorithmia, and Twitter. Jaime joins the panel discussion AI102: Why Vertex AI is even easier for developers.Matt Ferrari, Head of Ad Tech, Customer Intelligence, and Machine Learning, WayfairMatt Ferrari has more than 15 years of executive experience, with the last 10 as a C-suite executive in the cloud managed services and healthcare SaaS ecosystem spaces. Presently, Matt is the Head of Martech and Data/Machine Learning Platforms, where he leads both the Product and Engineering strategy for Adtech, Customer Intelligence, and Machine Learning organizations. Prior, Matt was CTO and co-founder of ClearDATA, where he was responsible for the strategy and execution of the company’s healthcare technology platform and services. He also oversaw strategy and corporate development, ensuring the differentiation of ClearDATA’s vision and strategic roadmap. Matt has also led product management, product development, engineering, and solution architecture. Matt joins the panel discussion AI102: Why Vertex AI is even easier for developers.Reimagine Customer Experience with Conversational AIProviding great customer experience is a pivotal part of gaining and retaining customers. From virtual customer service agents to AI designed to extract insights from call center transcripts, learn  how our Conversational AI products can help your business serve more customers in a more personalized and efficient manner. Hear how our customers have used products like Contact Center AI to improve their customer satisfaction scores, reduce time-to-resolution for call center inquiries, and reduce costs. SessionsAI103: Using CCAI insights to better understand your customersAI104: Customer impact with Conversational AIGWS105: Drive results by transforming the customer experience with AI-powered Business MessagesLearning LabsHOL102: Design Conversational Flows for your AgentSpeaker SpotlightDinesh Mahtani, Director, Digital Analytics and Insights, TELUSDinesh leads the Data Analytics team at TELUS Digital. The team’s mandate is to create a platform of integrated capabilities across data, machine learning and targeting that allow TELUS to deliver personalized experiences across channels including TELUS.com and the MyTELUS app. The team’s goal is to leverage data to simplify their customers’ experience and unlock key outcomes for TELUS. View Dinesh’s session here.Unlock the Power of Unstructured Data with Document AIEvery enterprise is focused on turning unstructured data, which lacks the metadata and organization required for analysis, into structured data from which insights can be extracted. Google Cloud Document AI platform is built on decades of AI innovation at Google and gives customers the power to digitize document workflows and analyze the information that documents contain. Join us at Next 2021 to gain a holistic understanding of our AI strategy around helping enterprises unlock value from unstructured data. SessionsAI100: Google Cloud and Ironclad partner to accelerate document workflowsA1200: Process billions of pages and cut operational costs with DocAIDEV202: AI-powered applications with Google CloudLearning LabsHOL100: Form Parsing Using Document AIHOL101: Process Procurement Documents Asynchronously using the Document AI APISpeaker SpotlightNadia Aqsa, Sr. Outbound Product Manager, Workday Nadia Aqsa is the face of Workday Expenses to customers, partners, and go-to-market teams such as Sales, Services, Marketing, Support, and Education. She is passionate about solving customer pain-points and helping them get the most out of their Workday experience. She also leads product adoption initiatives, chairs the product advisory council, and regularly hosts live webinars to engage with customers. View Nadia’s session here.More AI ContentStill hungry for more AI? We aim to please! Here are some of the other sessions at Next 2021 that cover critical AI topics like Translation, Sustainability, AI & ML Next Gen Infrastructure, Vision, Voice, Text, Speech, and more. Take a look! SessionsAI201: Eli Lilly uses Cloud Translation to translate content globallyAI300: Achieve system-level sustainable change with AI and MLAI105: What’s new and what’s next with infrastructure for AI and MLSPTL102: Data Cloud: Simply transform with a universal data platform [Spotlight]DEVKEY1: Developer Keynote with Urs Holzle, SVP, Technical Infrastructure, Google Cloud [Keynote] Learning LabsGCD104: Bring the power of senses to your applications with Cloud AILP106: Machine learning and AI learning pathSpeaker SpotlightThomas Griffin, Translation Tech Lead & Global Regulatory Architect, Eli LillyThomas is a technologist and software engineer that is currently focused on cloud enablement and adoption within Eli Lilly’s Medicines Development organisation. See Thomas’ session here.Check out all our AI & ML sessions and stay tuned for some exciting announcements. We can’t wait for you to join us at Google Cloud Next.
Quelle: Google Cloud Platform

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Speaker ID unlocks Machine Learning Speech Identification capability for Contact Centers

We launchedContact Center AI (CCAI) to kick off our work with the world’s largest call centers to reimagine customer experiences through the power of our Conversational AI. Our approach has shown its value over the last few years: a 2020 study based on CCAI customer interviews projected 20-35% call deflection away from agents, $1.3 million – $3.7 million in agent productivity gains through reduced average call times, and up to 75% reduced effort to manage contact center solutions (New Technology: The Projected Total Economic Impact™ Of Google Cloud Contact Center AI, a commissioned study conducted by Forrester Consulting, August 2020).We continue our investment in the space of reimagining customer experience with the launch of Speaker ID today. Speaker ID brings Google’s speech identification technology directly to Google Cloud customers and our contact center partners. Instead of subjecting callers to tedious and circuitous authentication processes, such as phone trees or menus, with Speaker ID, our customers and partners can now initiate service using the most intuitive interface of all: voice.”We are excited to see Google bring ML-based speaker identification to CCAI. As a launch partner for Google Cloud CCAI, we have seen the impact that Google’s AI technology can have on contact centers. Our customers are excited by the opportunity to add ML-based verification on top of their existing Dialogflow agents with no additional telephony or technology integrations necessary,” said Eric Rossman, VP of Technology Partners and Alliances, at Avaya.Contact Centers and their need for Speed and Convenience Calling into a contact center is still the preferred method of support or interaction for many customers. In fact, in 2020, customer preference for voice calls increased by 10 percentage points, to 43%, and was by far the most preferred service channel, with text interactions ranking second at 22% (Aspect Consumer Index Annual Report 2020). However, in order to receive the most personalized service available, callers still need to pass through archaic authentication processes, requiring them to remember passwords or provide personal information for verification. Not only is this highly inconvenient for the callers, it also significantly slows down the time to query resolution and burns through valuable agent time. While applying AI to these outdated policies can help to an extent, what is required is a complete reimagination of customer interaction that leverages the power of Conversational AI.Introducing Speaker IDSpeaker ID lets your callers authenticate over the phone, using their own voice. Using machine learning (ML)-based voice identification, Speaker ID identifies and verifies the caller. There are two primary components to using Speaker ID: Enrollment and Verification.The first time a caller encounters this new system, they will have to enroll. Typically, enrollment starts with authentication using the existing process, after which callers provide a brief voice sample that can be used in lieu of the old process to fast track verification in the future. Google Cloud Speaker ID is “text independent,” meaning that once a user is enrolled, verification can be performed with any audio snippet as short as three seconds. No password phrase is required and the user can say anything they want to authenticate their voice and thus their identity. Contact Center AI IntegrationSpeaker ID is directly integrated with Google Cloud’s Contact Center AI platform. Dialogflow CX, within CCAI, allows businesses to architect conversational experiences for their callers. With the integration with Speaker ID, Dialogflow CX can now leverage audio sent for intent detection and entity extraction. Along with full audio integration, Speaker ID also has pre-built Dialogflow CX components available to easily add enrollment and verification flows to existing or new Dialogflow CX bots. Customers can also configure Dialogflow CX to perform passive verification. This provides a speaker validation check based on the caller’s usual interaction with the voice bot. Users don’t need to be prompted or speak a specific phrase.Get Started TodaySpeaker ID is generally available today. At Google Cloud, we are committed to ensuring that our products and features are aligned with our AI Principles. If you are interested in Speaker ID, there is a review process to help ensure that your use case is aligned with our AI Principles and best practices for using Speaker ID for authentication and security. Contact your GCP seller to get started. For more information on Speaker ID, visit cloud.google.com/speaker-id. We also encourage you to register for Google Cloud Next 2021 to learn more about our Conversation AI offerings.
Quelle: Google Cloud Platform