Unlock Customer Engagement Suite Insights with Looker Analytics

Conversational agents are transforming the way public sector agencies engage with constituents — enabling new levels of hyper-personalization, multimodal conversations, and improving interactions across touchpoints. And this is just the beginning. Our Conversational Agents can help constituents with a variety of tasks such as getting information about government programs and services, scheduling appointments with government agencies, and so much more.

Read on to discover how Google Cloud’s Conversational Agents and tooling can help you build virtual agents that provide rich insights for agency staff, and support excellent constituent services.

Diving deeper into Customer Engagement Suite (CES)

Customer Engagement Suite (CES) with Google AI can improve constituent services and drive greater operational efficiency. It offers tools to automate interactions via 24×7 multilingual virtual agents, assist agents during calls, analyze conversations and provide a unified channel experience. This includes:

• Conversational Agents (Dialogflow CX) – now FedRAMP High authorized – includes new generative AI components like data store agents, generative fallbacks and generators, as well as fully generative agents called Playbooks. Conversational Agents are virtual agents that handle natural text, chat or voice conversations with end-users, and are used for a variety of support use cases. They use AI to translate user input (text or audio) into structured queries, integrate with various organization-wide applications, systems and knowledge bases, and help address a user’s questions. Agencies can define deterministic and generative AI-based agentic workflows to support the end-user through processes, guide the overall conversational flow, and take actions.
• Agent Assist – Now FedRAMP High authorized – empowers call center operators with real-time support and guidance during the call, providing important context as the conversation unfolds and enabling employees to more efficiently find information for callers. Agent Assist improves accuracy, reduces handle time and after-call work, drives more personalized and effective engagement, and enhances overall service delivery.
• Conversational Insights: Unlocks insights about call drivers to improve outcomes.
• Contact Center as a Service: Delivers seamless and consistent interactions across all your channels with a turnkey, enterprise-grade, omnichannel contact center solution that is cloud-native and built on Google Cloud’s foundational security, privacy, and AI innovations.

Leveraging analytics for deeper insights

The Analytics Panel in the Conversational Agents Console provides a comprehensive overview of how your agent is performing. It includes metrics like conversation volume, average conversation duration, and conversation abandonment rate. This information can help identify areas where your agent can be improved.

Conversational Insights provides the ability to discover patterns and visualize contact center data trends, offering valuable insights into constituent sentiment, call topics, and agent support needs. This can help identify areas for improvement in the constituent experience. However, analyzing information through the console can be challenging. Custom reports developed with Looker simplify the process of analytics and make trend analysis easier.

Standard Reports allow you to export your Insights data into BigQuery. This allows you to create tailored reports using tools like Looker and Looker Studio. This can give you even more insights into your contact center data – such as conversation sentiment, word clouds with popular entities, Agent Performance reports and conversation specific reporting. Looker Blocks for Contact Center as a Service provides pre-built data models, dashboards, and reports specifically designed for contact center analytics. This accelerates the process of setting up and visualizing contact center data. Understanding conversational data supports mission effectiveness, drives value for the agency, improves operational efficiency, and enhances the overall constituent experience.

Implementing analytics with Contact Center as a Service

To get these pre-made reports that uncover insights from Contact Center Operations using Looker Blocks, you’ll need to do two things.

First, export ConversationaI Insights data into BigQuery. The best way to do this is to set up a scheduled data feed through data engineering pipelines. This automation ensures data synchronization to BigQuery, eliminating the need for manual exports and preventing data loss.

Next, log in to your Looker console, go to the Looker Marketplace, and install the block. Once it’s installed, point it to the BigQuery export datasets, and voila! The dashboards are ready for you to use. Looker Blocks have the ability to recognize the data model and produce metrics for contact center operations. Besides the ready-made dashboards, blocks can also be used as a foundation for reporting and can be tailored to your specific requirements within the organization.