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Google AI tools & services used to build this site.

Transforming the Customer Journey with Conversational AI

 

The Reality of Customer Experience Today

In an era of instant gratification, customers expect seamless service. However, most businesses still struggle with "fragmented friction"—the disconnect between a customer’s phone call, their website visit, and their in-store experience.

Phone (Voice)

Customers are trapped in "IVR Hell," shouting keywords at rigid menus, only to wait on hold for 20 minutes to repeat their story to a human agent.

Web (Digital)

Search bars that return "no results found" for natural language queries, or basic chatbots that can only answer five pre-programmed FAQs.

In-Store (Physical)

Staff are often spread thin, unable to quickly check cross-branch inventory or provide deep technical product specs for a customer standing right in front of them.

What is Conversational AI?

A Conversational Agent is far more than a "chatbot." Powered by Google’s Gemini models, these are natively multimodal digital entities.

Unlike older systems that translate speech-to-text before "thinking," these agents process information across multiple formats simultaneously. They represent a shift from reactive tools to proactive collaborators that interact with the world the same way humans do.

Google's Multi-Modal support extends beyond text input and can now translate voice input and event understands images, videos and screencast contexts. 

See (Vision)

They can "look" at a photo of a broken part or a screenshot of an error message to diagnose issues instantly.

Hear (Audio)

They don’t just hear words; they understand tone, sentiment, and urgency in a customer's voice without needing a transcript first.

Speak (Natural Voice)

They engage in fluid, low-latency dialogue. They can handle interruptions, pause when you do, and speak with a brand-consistent personality.

Do (Action)

They are connected to your back-end systems, allowing them to process returns, book appointments, or update accounts in real-time.

Demo: Cymbal Home & Garden

The art-of-the-possible is in full effect with Patrick Marlow showing the power of Multi-Modal Conversational AI. 

Hybrid AI & Human-in-the-Loop

Multi-Modal Input (Type, Talk, Image)

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91%

Faster Initial Response Time

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74%

Increase in Customer Satisfaction

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64%

Reduction in Service Cost

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83%

Increase in Net Promoter Score

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22%

Decrease over Human Error

Conversational AI Use Cases

There is literally no end to how Conversational AI can support your business.  We are actually predicting that multi-modal, multi-language user experiences will be ubiquitous in the near future.
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Replace your Call Center

Retire your 1995 style call center and replace it with a conversational agent that is professional, empathetic, an expert in your business and is available 24 x 7 x 365.

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Website Concierge

Imagine a dedicated shopping concierge that greets you every time you shop online with personalised products and services.   Someone to help you cut through the keyword search bingo and filter chaos and tease out stuff you want, need and love. 

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In-Store Companion

Deliver a seamless user experience in your native mobile application to compliment your retail in-store experience. Create a product expert that shops with your customers to help search, size and influence shoppers in a personalised way.

Google Agent Studio

Create stunning customer experiences that informs, educates and delights customers. Allow customers to access and work on their application data using the conversational interface.

Multi-Language: 30+ Supported

Multi-Modal: Text, Talk, Images, Video

Platform: Develop, Test, Deploy, Measure 

Demo: Store of the Future

A concept for a hybrid alcoholic beverage retailer.   Where a personal shopping companion provides expert agents to support customer outcomes in a premium and conversational shopping environment.

Multiple Expert Agents

Multi-Modal Input (Type, Talk, Image)

Conversational AI FAQ's

Still a little confused? Got more questions?  Need to dig a little deeper?  Check out these FAQ's...

How difficult is to implement?

There are a number of steps to wield this technology to deliver outstanding results.  It's simple to create a bad experience, but difficult to create a great one.  The secret to great experiences is knowing what the technology can do, knowing where your customers are having difficulty in the buying or engagement process and then iterating to close the gap between concise and precise customer experiences.

What is Sprocket Rocket?

Sprocket Rocket lets you transform your rapid prototype into a beautiful design by adjusting every aspect to fit brand standards.

What is GDD?

Collaborate seamlessly across devices from wherever you may be – whether you’re in the office, on the go, or making last-minute changes before your next meeting.

 

 

Schedule a Meeting

Reach out and connect with our team anytime.  The scheduling system will automatically determine our availability to connect with you and your team.

We can:

  • Do some Q&A in 30mins.
  • Get a rough order of magnitude in 45mins.
  • Discuss and understand your requirements in depth - 60mins.