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Question 29 - Certified Contact Center discussion

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The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

A.
Zoom
Answers
A.
Zoom
B.
Genesys Cloud CX
Answers
B.
Genesys Cloud CX
C.
Google Cloud AI
Answers
C.
Google Cloud AI
D.
Zendesk
Answers
D.
Zendesk
Suggested answer: C

Explanation:

Google Cloud AI offers robust capabilities for sentiment analysis, which can be integrated with Salesforce to analyze customer sentiments in real-time during calls. This integration uses machine learning models to assess voice and text inputs to determine the customer's mood and tone, providing valuable insights to agents during live interactions.

Google Cloud AI specializes in machine learning and AI capabilities, including natural language processing necessary for sentiment analysis.

Zoom, Genesys Cloud CX, and Zendesk offer various communication and customer service solutions but do not inherently provide real-time sentiment analysis without additional AI capabilities like those offered by Google Cloud AI.

More information on integrating Google Cloud AI with Salesforce for sentiment analysis can be found at Salesforce and Google Cloud Integration.

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asked 23/09/2024
Ange YAO
38 questions
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