Future of Work News

Google Enhances CallJoy Virtual Customer Service Agent


Google has ramped up its CallJoy virtual customer service agent, adding a variety of functions, including more automation and customization. The cloud-based solution, which is geared toward small businesses, uses virtual phone numbers, automated reporting and analytics and audio transcriptions to help businesses better manage their inbound phone calls.

With CallJoy, Google is aiming to offer a low-cost and low maintenance solution to help small business owners block spam calls while better serving their customers. The offering lets businesses automate basic information for their customers, while also redirecting some functions to SMS. The service is available for a flat monthly fee of $39, and now enables businesses to customize what it sounds like and provide custom messages and answers to routine questions.

The updated version of CallJoy can also route calls to a specific person or department based on customer queries, as well as sending callers text messages and hyperlinks with information about booking appointments or reservations or receiving a quote.

“Since we launched CallJoy in May, we’ve talked to thousands of small business owners about their needs, specifically, how CallJoy could be more helpful to them,” said Bob Summers, general manager of CallJoy. “We took their feedback and put it into our product. Now, CallJoy gives them even more time savings, business insights and control.”

CallJoy works with businesses’ existing, landlines, mobile numbers and Google Voice lines. Businesses simply select a virtual CallJoy number using their local area code and direct all calls to that number, which will then route them to existing phone numbers as needed. The solution also offers a number of insights to small business via an online dashboard and daily email summaries. These include statistics on call volume, peak call times and the number of new versus returning callers.

Google is offering a free 14-day trial of the solution to new customers, who may simply sign up using their Google account. The offering is available to all U.S. businesses through Google’s Area 120 experimental workshop.

To provide more information about how AI and automation are benefitting small business owners throughout a variety of vertical markets, TMC is hosting its Future of Work Expo in Fort Lauderdale, FL. The event, which is happening February 12-14, 2020, will explore how AI, machine learning technologies and automation are being used throughout a host of vertical markets and are rapidly shaping the future workplace.

Edited by Erik Linask

Future of Work Contributor

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