Future of Work News

Google Enhances CallJoy Virtual Customer Service Agent

By

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

Related Articles

Turning Data into Stories with Natural Language Generation

By: Erik Linask    7/29/2020

Arria's NLG technology takes the burden of storytelling from data analysts by using artificial intelligence to turn data into narrative.

READ MORE

Workforce Logiq Intros IQ Location Optimizer for Improved Talent Sourcing

By: Stefania Viscusi    6/26/2020

As cities begin to reopen and offices start their return to work plans, there is now a need for talent acquisition solutions to assist with this new w…

READ MORE

Unified Office Awarded 2020 Teleworking Solutions Excellence Award

By: Ken Briodagh    6/19/2020

Total Connect NowSM Helps Customers Across a Variety of Vertical Markets Survive and Thrive in the COVID-19 Pandemic

READ MORE

Aruba Defines the Future of Work in a COVID-19 World

By: Erik Linask    6/4/2020

Aruba, along with many of it's tech partners, is launching a series of solutions to enable businesses to more effectively define their "new normal," a…

READ MORE

Quanergy Teams with Milexia for AI-driven LiDAR Solutions in EU Markets

By: Erik Linask    6/1/2020

Quanergy has partnered with Milexia to deliver AI-based LiDAR solutions to European organizations.

READ MORE