Innovate with ML Solutions on Google Cloud: DocAI and CCAI

Table of Contents

Introduction

• Meet Mile and Vibha
• Technical Guide for Startups
• Overview of the Video

Machine Learning Solutions on Google Cloud

• Three Categories of ML Solutions
• Vertex AI
• AutoML
• ML APIs

Contact Center AI (CCAI)

• Conversation as a Building Block
• CCAI Building Blocks
• Dialogflow
• Agent Assist
• Insights
• CCAI Platform

Document AI

• Introduction to Document AI
• Processors in Document AI
• Creating Custom Processors
• Sample Doc AI Architecture
• Customer Success Story

Resources

• Links to CCAI and Doc AI Resources

Conclusion

• Recap of the Video
• Next Video on MLOps

Introduction

In this video, Mile and Vibha, customer engineers at Google Cloud, will take You through how you can start innovating with ML solutions on Google Cloud. They will cover the various ML solutions available on Google Cloud, what is CCAI, what it can bring for your businesses, and how it helps other customers. They will also discuss how Doc AI can help with your document processing needs, what use cases it can solve, and how other customers are using it. Finally, they will provide a list of resources to get you started on innovating.

Machine Learning Solutions on Google Cloud

Google Cloud has an umbrella of machine-learning products and solutions that your businesses can leverage. These solutions can be broadly classified under three categories on Google Cloud: use as is, customize, and build.

Under build, we have Vertex AI to help solve business problems using data and increase productivity with end-to-end ML of services. Vertex AI is a fully managed platform that enables you to build, train, and deploy ML models.

Under customize, we have AutoML, which helps businesses with limited expertise to start building their own high-quality custom models. AutoML is a suite of machine learning products that enables developers with limited machine learning expertise to train high-quality models specific to their business needs.

Under use as is, we have two vertical solutions, talent solution and recommendation AI. Talent solution leverages ML technology to help better understand job content and job seeker intent. Use as is also encompasses ML APIs, which we have covered in the video, "How to Get Started with ML APIs."

Contact Center AI (CCAI)

Conversation is a fundamental building block of customer interactions and contact centers. At the Core of our conversational AI is technology that helps enable a conversation with a machine that enables natural interactions with virtual agents, understand what customers are saying, talk to the customer in a natural manner, and interact with a customer in a conversation.

CCAI is built on top of these building blocks. The virtual agent, powered by Dialogflow with speech AI, provides both a text and voice Channel for call containment for common call topics. For more complex topics that require a human service agent, we have Agent Assist that listens into ongoing conversation and provides assistance to the human service agent through knowledge base Lookup and recommended the resolution steps. This will shorten average handling time and provides more consistent call quality across call center agents. And finally, we have Insights, where all of the conversations are stored in a single place. You can do a lot of analysis and modeling, and you can also find a graph and Chart to see what is the top reason that the customer contact you.

In 2023, We Are offering a new product, the CCAI platform, to give our customers more options when deploying CCAI. Customers can choose CCAI platform for contact center as a service in our Cloud or Continue with their existing investment in their call center software, like Genesys, Avaya, and Cisco and so on. Today, CCAI platform, we give the choices for our customers to choose to use CCAI either from Google Cloud or from our partner. CCAI platform gives us integration and really brings this unified platform. It can consolidate the Dialogflow, Agent Assist, and Insights together to cover many different needs that the customers might have. It's really a turnkey solution for CCAI to make deploying and using this conversational AI easier and quicker.

Document AI

With the recent shift to remote and hybrid work, and an increasingly-digital world, we have adopted a paperless route and a lot of documents have now become digitized. Think of all the PDFs, forms, emails, and contracts you have used to Consume or relay information. These documents essentially make up a gold mine of data that businesses can leverage to derive insights and drive business decisions. Enter Document AI.

Document AI is an end-to-end cloud platform for document processing which turns unstructured content into structured data. With data in a structured format, you can begin to make it useful. Maybe you want to run analytics on customer feedback, or you're processing large, multi-page application forms. The possibilities are endless.

Document AI helps with document processing tasks. You can use it to digitize text from documents. This means you can extract text, words, paragraphs, blocks, symbols, and even correct rotation. Document AI also helps in pre-processing documents with image quality detection and deskewing. Labeling and reviewing can also be done with Document AI. You can split and classify documents Based on Type. This would be helpful when, for example, you have scanned a bunch of different procurement documents into a single PDF or file and you need to programmatically split the documents based on logical boundaries. You can also use it to process industry-specific documents. Document AI Workbench can be used when you need to Create a custom model specific to your business.

Resources

If you would like to know more about CCAI and Doc AI, there are a ton of resources to help you get started. Here are a few links you can go through:

• CCAI Overview: https://cloud.google.com/solutions/contact-center
• Doc AI Overview: https://cloud.google.com/document-ai
• YouTube Playlist: https://www.youtube.com/playlist?list=PLIivdWyY5sqJxnwJhe3etaK7utrBiPBQ2
• Cloud Skills Boost Labs: https://cloud.google.com/training/cloudskillsboost
• Codelabs: https://codelabs.developers.google.com/?cat=AI%2FMachine+Learning

Conclusion

In this video, Mile and Vibha covered the various ML solutions available on Google Cloud, what is CCAI, what it can bring for your businesses, and how it helps other customers. They also discussed how Doc AI can help with your document processing needs, what use cases it can solve, and how other customers are using it. In the next video, they will go over learning the fundamentals of MLOps in Detail and how you can achieve it on Google Cloud.