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Help information centers respond quickly to customer concerns about COVID-19

As COVID-19 spreads globally, people are turning to governments, healthcare organizations, and other businesses with questions about their health, finances, etc. Sudden increase in demand , this unprecedented time is putting a strain on customer support resources, and many organizations are telling Google they are working to respond to customers effectively during this critical time.

If your organization is facing these challenges, you can answer customer questions related to COVID-19 and your business with Contact Center AI, can provide first response through 24/7 conversational self-service support via chat or phone. Because speed is especially important, we launched our Rapid Response Virtual Agent program, quickly deployed with Contact Center AI.

To learn how to launch a virtual assistant (chat or voice). Document Viewer. It includes information on how to integrate Dialogflow Messenger, allowing customization of the chat dialog for your assistant, which can then be embedded into your website so you can easily deploy your chatbot on the web and support Rich user interface support.

You can now add COVID-19 content to your virtual assistant more easily with the ability to integrate open source code from organizations that have launched similar initiatives. For example, Verily, in partnership with Google Cloud, has launched Pathfinder virtual assistant template for health systems and hospitals. It allows you to create chat bots or voice bots that answer questions about COVID-19 symptoms and provide the latest guidance from public health agencies like the Centers for Disease Control and Prevention and the CDC. World Health Organization (WHO).

Help information centers respond quickly to customer concerns about COVID-19

Designed to help government agencies, medical and public health organizations, nonprofits, and businesses in other industries impacted by COVID-19, such as travel , financial services and retail, the Contact Center AI Rapid Response Virtual Assistant program is available worldwide among 23 languages Powered by Dialogflow. Because time is of the essence, we will work with our contact center partners, as well as with various system integration and consulting partners, to help ensure successful implementations and integrations. This event happened quickly.

Contact center partners include:

  • 8×8
  • Avaya
  • Cisco
  • Five9
  • Genesys
  • Mitel
  • Twilio
  • Vonage

System integration partners include:

  • Accenture
  • Deloitte Consulting LLP
  • Infosys
  • KPMG
  • HCL
  • TCS
  • Wipro
  • Maven Wave
  • Quantiphi
  • SADA
  • SpringML

Several organizations have begun working to create resources to meet customer needs:

Oklahoma Employment Security Commission

“The Oklahoma Employment Security Commission has experienced an unprecedented number of calls (more than 60,000 per day) due to unemployment claims related to the COVID-19 pandemic. Contact Center AI, integrated into the commission's website, supports call redirection, helping to reduce waits and providing the commission with an additional channel to address unemployment-related questions.” – David Ostrowe, Secretary of Digital Transformation and Management, Oklahoma State

University of Pennsylvania

“It's been a great collaborative effort right now, quickly created and launched, and we're grateful to the Google Cloud/Verily teams for their efforts. We're seeing a lot of people looking for an authoritative source of information, and being able to scale to meet demand helps us disseminate accurate information faster.

We will use this to help answer common questions and assess symptoms and triage to ensure people are referred to the most appropriate clinical admission level. As the number of suspected patients increases, we expect that automation and response to inquiries will be an important part of ensuring the highest quality of response to individual concerns. different. We will treat patients with relevant symptoms to speak directly to a member of the clinical team while ensuring quicker resolution of queries through the chat bot.” – Kevin G. Volpp, MD, PhD, Director, Center for Health Incentives and Behavioral Economics (CHIBE), University of Pennsylvania

The work we do today is a central part of helping businesses and organizations hardest hit by the COVID-19 pandemic. As CEO Google Sundar Pichai and Google Cloud CEO Thomas Kurian explained in recent blog posts, our goal is to keep people safe, informed, and connected during these unusual times.

 For more information about the Responsive Virtual Assistant program, please see webpage our and document on how to deploy your own Virtual Assistant. Existing customers can contact their Google Cloud account manager, your contact center, or system integration partners for support.

Source: Gimasys

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