Building a future-proof Customer Knowledge Hub with AI on Google Cloud

We are seen the arrival on the Agentic Economy with AI Assistants been deployed both on assisted and unassisted channels and changing the way companies interact with their own customers and prospects and perform internal processes (e.g.: order entry, ticket opening, etc). 

Now Imagine understanding every nuance of your customers' needs, predicting their actions, and delivering personalized experiences at scale with AI Agents that ‘know’ their customers and ‘predict’ what they want. That's the power of a Customer Knowledge Hub (CKH), a Customer Data Hub able to manage unstructured data and fueled by Google Cloud AI.

Leveraging Google Cloud to build a smarter CKH

Google Cloud provides the foundation for a next-generation CKH with its advanced AI/ML capabilities.

• AI/ML Ecosystem: Leverage pre-trained models and custom solutions to gain unparalleled insights.
  • Example: A financial services company used Google Cloud's AI Platform to predict customer churn with 90% accuracy, enabling proactive intervention and reducing churn by 15%.
• Vertex AI: Build and deploy AI models for customer segmentation, predictive analytics, and churn prevention.
  • Example: A healthcare provider used Vertex AI to personalize patient care plans, resulting in a 10% improvement in patient outcomes.
• Generative AI: Create personalized content at scale, from emails to product recommendations.
  • Example: A travel agency used generative AI to create personalized travel itineraries for their customers, increasing conversion rates by 20%.
    
    

Why you need a CKH (and why now)

The future of customer engagement is AI-driven. A Customer Knowledge Hub built on Google Cloud empowers you to:

• Unlock deeper customer understanding: Leverage AI to analyze data and gain insights into customer behavior, preferences, and needs.
• Predict future behavior: Anticipate customer needs and proactively engage them with personalized experiences.
• Stitch your customer unstructured data with your CDH: Enhance your customer data hub with unstructured data (e.g.: call center calls, chat interactions, transaction documents, customer feedbacks, etc) to better understand each customer providing further insights to channels.
• Create personalized content at scale: Leverage generative AI to efficiently create tailored content that resonates with each customer.
• Feed you AI Assistants with customer data: Distribute personalized customer insights to your own AI Agents and to Google Cloud Contact Center AI to generate more engaging and efficient interactions.
• Future-proof your data strategy: Build a flexible and adaptable solution that evolves with your business and the latest advancements in AI.
  
  

Transform your customer engagement with a CKH

The future of customer engagement is proactive, predictive, and personalized. A Customer Knowledge Hub powered by Google Cloud AI transforms how you connect with your audience.

Authors

Victor Bueno | MarTech Competence Director @BIP xTech

Emanuele Ratti | CRO @Datwave

Ready to build your CKH?

Partner with Datwave to create a future-proof Customer Knowledge Hub on Google Cloud.