An underrated Google Search feature is getting a major upgrade

Google announced an update for Business Messages, a nifty feature that lets businesses chat with customers right from search.

The company has partnered with Twilio, Genesys and Avaya, three of the world’s leaders in help desk software and customer service tools, to extend what Business Messages can do.

By adding these three partners, Google automatically gets a head start in a number of industries, including retail, banking, and telecommunications, as well as expertise in using AI chatbots to interact and help customers.

Google commercial messages

“With hundreds of partners using the service every week, we are excited to further grow our partner community so that we can provide the best possible experiences for everyone while working hand-in-hand with the companies that make this possible,” says the company.

According to Google, Business Messages is available in more than 70 languages ​​around the world, and millions of businesses use these tools every day.

The service is supported by Google Cloud, using its artificial intelligence to help customers in an automated way, reducing the need for hundreds or thousands of support staff to be available around the clock.

Bots can be pre-programmed by businesses to display stock availability, pricing, and other scripted information whenever a customer requests it. If this information turns out to be insufficient, the robots can then hand over to a human.

A game for customer service

Google’s Business Messages is already among the top Contact Center Software as a Service (CCaaS) and these updates will only improve its position.

Google touts a number of case studies of companies using its service, such as Canadian telecommunications company Videotron, in partnership with Khoros, which saw a 50% reduction in average request processing time after just four hours. installation.

Google has some serious competition on its hands, though, with WhatsApp having recently introduced a slew of business-focused chat tools.

But Google has one of the best pitfalls: people use its services to find information about companies, probably as one of the first steps in their journey. If you need to know something, chances are you’ll go to Google.

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