Customer Interaction Agent
Customer_Interaction_Agent: Elevating Customer Support with Intelligent AI Conversations.
Publisher
Capgemini Technologies
Industry Type
Telecommunications & Media
Product Details
This agent answers general customer queries within an AI-powered customer support solution for telecom. The solution is built with Google ADK, CCAIP, and the A2A protocol, and it helps enterprises move existing support frameworks to a platform that delivers intelligent, personalized voice-bot experiences. More than 10 ADK agents communicate over A2A, and over 45 backend services are integrated through Cloud Run.
Legacy IVR and chatbot systems in telecom are static and impersonal, cannot handle complex or multi-intent queries, and lack context and backend integration. These agents understand, reason, and act on customer intents, turning static IVR into context-aware conversations. The result is higher resolution rates and better satisfaction for existing telecom customers.
Key Use Cases
Autonomous Conversational Voice Support
Replaces legacy IVR systems by leveraging CCAIP and ADK agent-to-agent protocols to resolve multi-intent telecom customer requests naturally.
Connected Backend Self-Service Workflows
Interacts with Cloud Run microservices to dynamically fetch subscriber account status and execute provisioning or plan change actions.
Explore detailed deployment path
Requires Gemini. Access integration prerequisites, specialized agent configuration guides, and implementation documentation.