Customers reach out to contact centers for help in moments of urgent need, but due to increasing demands, new channels, peak times, and operational pressures, contact centers often struggle to provide timely help. To bridge this gap, enterprises are increasingly investing in AI-driven solutions that balance addressing customer expectations with operational efficiency.

But building and generating value from such solutions can be complicated and challenging. Google Cloud built Contact Center AI (CCAI) to streamline and shorten this time to value, and CCAI Platform, our newest addition, takes a crucial step in this effort by introducing end-to-end call center capabilities. After debuting these new capabilities in March, we are excited to announce that CCAI Platform is now generally available across the US, Canada, UK, Germany, France, Italy and Spain—with more markets soon to come.

Delivering world-class customer experiences and accelerating time-to-value with CCAI

CCAI encompasses a comprehensive set of offerings to address the top pain points of the three main user groups in the contact center: contact center owners, their agents, and the customers they serve.

Dialogflow lets the contact center manager scale their operations while balancing cost and customer satisfaction, including reducing painful, long waiting times endured by end users. Using Dialogflow, contact center managers can build complex chat and voice virtual agents—a proven, cost-effective way to scale contact centers while continuing to provide great customer experiences. Available 24/7, without any waiting queue, these virtual agents can converse naturally with customers, identify their issues, and address them effectively.

Agent Assist reduces overall handling time and coaches human agents to become more effective and helpful. The service uses AI to “listen” to the voice and chat conversations between the human representative and the customer, then provides real-time guidance and recommendations to the agent, based on historical conversations, knowledge bases, and best practices of experienced agents. It also automates post-call actions such as transcription and call summarization, saving significant time and overhead at the end of every call.

CCAI Insights stores and analyzes all the customer conversations in the contact center, whether with human or virtual agents, to provide leaders with real-time, actionable data points on customer queries, agent performance, sentiment trends, and opportunities for automation.

At the heart of these technologies is our conversational AI brain. It uses Google Research’s technology to talk, understand, and interact, enabling and orchestrating high-quality conversational experiences at scale.

CCAI Platform: a modern CCaaS and the shortest path to CCAI value

While the value of the CCAI offerings is clear to our customers, we also hear from them that integrating these solutions with legacy infrastructure takes too long.

To minimize these integration difficulties, accelerate time-to-value using the CCAI offerings, and help businesses provide outstanding customer experiences, we’re pleased to announce the general availability of CCAI Platform, the Contact Center as a Service (CCaaS) solution from Google Cloud built in partnership with UJET.

CCAI Platform is a modern, turnkey Contact Center as a service solution, designed with user-first, AI-first, and mobile-first principles. It offers:

• Turnkey core Contact Center capabilities out-of-the-box, for faster time to production, lower implementation overhead, and custom development needed
• AI-powered experiences, from routing to better handling customer interactions
• Deep integration with CCAI’s offerings, to provide a unified end-to-end experience for contact center transformation
• Mobile-first design that enables interactions in line with the way people expect to communicate across channels
• CRM-centered design with automated updates, so agents can focus on the customer
• Deployment flexibility, with customer data residing in their CRM and the flexibility to bring their own telephony carrier to minimize cost

All of this is available without the typical need to integrate complex technologies from multiple providers.

“With Google Cloud and CCAI Platform, we will quickly move our contact center to the cloud, supporting both our customers and agents with industry-leading CX innovations, all while streamlining operations through more efficient customer care operations,” said Dean Kontul, Division CIO of KeyBank.

For customers looking to change platforms for a cloud-native CCaaS with deep Google AI integrations, CCAI Platform offers end-to-end capabilities that accelerate call center transformations. We also remain strongly committed to customer choice, and customers will continue to have the option to integrate our latest and greatest CCAI offerings through our existing OEM partners.

The Contact Center conversation is just beginning

This launch is part of a broader effort to deliver more value, faster, to more CCAI customers. As companies replace interactive voice response (IVR) with intelligent virtual agents (IVA) and begin to collect and analyze data, use cases are likely to grow more sophisticated—which is one reason Google Cloud is continuing to invest in technologies to make our CCAI offerings even more useful, as well as best practices like the following:

• CCAI Agent Assist and Insights are a great first step in AI transformation. They let contact center owners enable call transcription and use Topic Modeling to identify conversation themes that demand attention. Human agents can automatically generate high-quality conversation summaries to reduce call wrap-up time, and the associated costs, while improving business insights. We are working to make these features available both in CCAI Platform and with our partner ISVs.
• Chat and call steering are the first step for IVA automation. Another area of broad impact is conversational chat or call steering, in which friction is reduced by routing customers to the correct virtual or live agent experience. Many call centers rely on IVR systems in which customers have to use a keypad to select an option. Enterprise leaders tell us that attrition is very high throughout this process: some customers angrily hang up without resolution and, just as bad, many simply pound a single key in hopes of reaching a human agent, leading to the customer reaching the wrong person because their issue was never correctly identified or routed. Using Dialogflow’s natural language understanding (NLU) capabilities can sweep away such problems, with the customer more likely to not only reach the appropriate resources, but also share conversational data from which insights can be gleaned. It’s an approach that can pay dividends right away, and a quick first step to IVA automation.

In coming months, we will continue to work on these and other capabilities that are targeted to deliver higher and quicker value to our customers. We plan to release pre-built components to help companies tackle call center use cases in specific industries, for example. We’ll also continue to partner with companies that share our vision of transforming customer experiences with AI, such as TTEC, a provider of customer experience technology and software.

“TTEC Digital and Google Cloud have a shared vision for transforming global CX delivery through artificial intelligence, digital innovation, and operational excellence,” said Sam Thepvongs, VP of TTEC Digital. “With CCAI Platform, we can offer our largest enterprise customers a strategic blueprint for moving to the cloud while adopting a leading, AI-powered contact center platform. We couldn’t be more excited about this evolution of Google Cloud’s groundbreaking CCAI portfolio, and the opportunity to help our customers digitally transform their CX through this partnership.”

To get started with CCAI Platform, visit our solutions page or checkout our new omni channel demo video—and don’t forget to join us at Google Cloud Next ’22, where I’ll be sharing exciting new updates for CCAI in my session, “Delight customers in every interaction with Contact Center AI.”

Editor’s note: When Europe’s largest mobile communications company, Vodafone, was asked by the European Commission to help understand population movement across the European Union and the UK to help fight COVID-19, it was able to provide anonymized mobile network-based insights to answer the call. Here’s how Vodafone, with the support of Google Cloud, rapidly mobilized the COVID-19 frontline, while respecting its customers’ privacy.

With the emergence of COVID-19 in early 2020, the European Commission—the executive branch of the European Union (EU)—knew that technology would be instrumental in its fight to control the pandemic. With various lockdowns imposed across its member states, the Commission was keen to predict and prevent the spread of COVID-19 and to manage the related social, political and financial impacts. 

Mobile network data helps track COVID-19 across the EU

Mobile networks produce location data, which can be turned into useful anonymous insights to understand population movement within a geographic area. The European Commission, working with mobile industry association GSMA (Groupe Speciale Mobile Association), asked Europe’s major mobile phone operators for help in producing insights to support the fight against COVID-19. As the largest mobile network operator within the EU, Vodafone saw this as a critical opportunity to participate. 

Vodafone had previous experience of using mobile network data to support pandemic research. For example, in 2019, Vodafone provided mobility pattern analysis to help track the spread of Malaria in Mozambique. And, during the early stages of the COVID-19 pandemic (prior to working with the European Commission), Vodafone assisted the Italian and Spanish governments in understanding their citizens’ mobility patterns. Vodafone had also previously offered anonymized and aggregated population mobility insights to support public transport and tourism authorities and retail organizations in a number of countries. Consequently, Vodafone was perfectly placed to play a greater role in supporting the European Commission’s response to the pandemic. 

When asked to assist the European Commission, Vodafone first considered how it could safely share its data with the governing body without providing details on the individual movements of its customers. It realized it could achieve this through an elaborate set of anonymization and aggregation techniques. Insights are aggregated from a minimum of 50 users and Vodafone only shared these anonymous insights and never the actual raw data with the Commission. As specified by the EU, these insights are then presented onto a large geographical region, typically a city or a county with thousands of people living in that area.

These insights illustrate how people move, helping to determine how lockdowns and self-isolation measures were impacting behaviors.

Using Google Cloud to collate and store population mobility data

In April 2020, Vodafone began migrating its operations, including its mobile data, to Google Cloud on servers in Europe and the UK with elaborate security safeguards, including encryption, building on a previous partnership. 

With the data residing in EU and UK data centers and not the United States, Vodafone could then retrieve anonymous insights from Google Cloud Storage instantaneously. Before supplying any information to the European Commission, however, Vodafone used Dataflow to validate the data and run a series of tests to ensure the database had accurate data, before ingesting and archiving the relevant metrics. For instant access, the data was then made available to the European Commission using a Redis database on Google Kubernetes Engine.

To ensure aggregate Vodafone customer data was always safe, secure, and anonymous, all entry points to the front-end were protected behind Google Cloud Armor, where only specific IP addresses were allowed. Using these tools, seamless data pipelines fed in predefined key performance indicators from each specified European market. While data quality measures ensured the definitions for metrics across markets were consistent and could be accurately compared.

The architecture (pictured below) shows how Vodafone integrated and anonymized its data on Google Cloud.

Live interactive dashboard shows population mobility in real-time

With its data integrated on Google Cloud, Vodafone created a live, interactive dashboard to track mobility patterns and share relevant information with the European Commission in real-time. 

The European Commission Joint Research Center (JRC) was able to gather valuable information from these insights, which enabled them to see where population mobility was aiding the spread of the disease, when cross-referenced with health data. It could also assess the implications of lockdowns on different populations and forecast cross-country spreading.

Mobile data aids disease modeling for multiple stakeholders

The Vodafone data became instrumental in modeling the likely course of the disease too. For example, the University of Southampton in the UK used it to predict the outcome of different coordinated COVID-19 exit strategies across Europe. This research was published in Science Magazine in September 2020. 

The Vodafone data dashboard continues to be used by individual governments, NGOs and organizations to further investigate the impacts of the pandemic and to measure the effectiveness of response strategies alongside the rollout of vaccination programs. The project also helped Vodafone win a DataIQ award for most effective stakeholder engagement. 

Using the learnings from this project, Vodafone has been able to adapt its own B2B solution, called Vodafone Analytics, by adaptIng and migrating the code to work in Google Cloud Platform. This solution has been rolled out across Germany, Greece, Portugal and South Africa, and new countries are being onboarded every day. Vodafone Analytics already has more than 100 customers leveraging it for a variety of use cases—Italian fashion retailer OVS, uses it for its smart retail operation, while global real estate company, JLL, uses it to understand the footfall passing through its properties. 

Working together, Vodafone and Google Cloud continue to help a range of organizations, governments, and NGOs navigate through the ongoing pandemic,  optimize their operations, and help the greater good, without infringing individuals’ fundamental rights to privacy.

To learn more about Google Cloud and Vodafone, watch our full interview here.

Google Cloud’s Professional Services Organization (PSO) engages with customers to ensure effective and efficient operations in the cloud, from the time they begin considering how cloud can help them overcome their operational, business or technical challenges, to the time they’re looking to optimize their cloud workloads. 

We know that all parts of the cloud journey are important and can be complex.  In this blog post, we want to focus specifically on the migration process and how PSO engages in a myriad of activities to ensure a successful migration.

As a team of trusted technical advisors, PSO will approach migrations in three phases:

1. Pre-Migration Planning
2. Cutover Activities
3. Post-Migration Operations

While this post will not cover in detail all of the steps required for a migration, it will focus on how PSO engages in specific activities to meet customer objectives, manage risk, and deliver value.  We will discuss the assets, processes and tools that we leverage to ensure success.

Pre-Migration Planning

Assess Scope

Before the migration happens, you will need to understand and clarify the future state that you’re working towards.  From a logistical perspective, PSO will be helping you with capacity planning to ensure sufficient resources are available for your envisioned future state.

While migration into the cloud does allow you to eliminate many of the considerations for the physical, logistical, and financial concerns of traditional data centers and co-locations, it does not remove the need for active management of quotas, preparation for large migrations, and forecasting.  PSO will help you forecast your needs in advance and work with the capacity team to adjust quotas, manage resources, and ensure availability. 

Once the future state has been determined, PSO will also work with the product teams to determine any gaps in functionality.  PSO captures feature requests across Google Cloud services and makes sure they are understood, logged, tracked, and prioritized appropriately with the relevant product teams.  From there, they work closely with the customer to determine any interim workarounds that can be leveraged while waiting for the feature to land, as well as providing updates on the upcoming roadmap.  

Develop Migration Approach and Tooling

Within Google Cloud, we have a library of assets and tools we use to assist in the migration process.  We have seen these assets help us successfully complete migrations for other customers efficiently and effectively.

Based on the scoping requirements and tooling available to assist in the migration, PSO will help recommend a migration approach.  We understand that enterprises have specific needs; differing levels of complexity and scale; regulatory, operational, or organization challenges that will need to be factored into the migration.  PSO will help customers think through the different migration options and how all of the considerations will play out.

PSO will work with the customer team to determine the best migration approach for moving servers from on-prem to Google Cloud. PSO will walk customers through different migration approaches, such as refactoring, lift-shift, or new installs. From there, the customer can determine the best fit for their migration. PSO will provide guidance on best practices and use cases from other customers with similar use cases. 

Google offers a variety of cloud native tools that can assist with asset discovery, the migration itself, and post-migration optimization. PSO, as one example, will help work with project managers to determine the best tooling that accommodates the customer’s requirements for migrating servers. PSO will also engage Google product team to ensure the customer fully understands the capabilities of each tool and the best fit for the use case. Google understands from a tooling perspective, one size does not fit all, thus PSO will work with the customer on determining the best migration approach and tooling for different requirements. 

Cutover Activities

Once all of the planning activities have been completed, PSO will assist in making sure the cutover is successful.

During and leading up to critical customer events, PSO can provide proactive event management services which deliver increased support and readiness for key workloads.  Beyond having a solid architecture and infrastructure on the platform, support for this infrastructure is essential and TAMs will help ensure that there are additional resources to support and unblock the customer where challenges arise.

As part of event management activities, PSO liaises with the Google Cloud Support Organization to ensure quick remediation and high resilience for situations where challenges arise.  A war room is usually created to facilitate quick communication about the critical activities and roadblocks that arise.  These war rooms can give customers a direct line to the support and engineering teams that will triage and resolve their issues.

Post-Migration Activities

Once cutover is complete, PSO will continue to provide support in areas such incident management, capacity planning, continuous operational support, and optimization to ensure the customer is successful from start to finish.

PSO will serve as the liaison between the customer and Google engineers. If support cases need to be escalated, PSO will ensure the appropriate parties are involved and work to get the case resolved in a timely manner. Through operational rigor, PSO will work with the customer in determining if certain Google Cloud services will be beneficial to the customer objectives. If services will add value to the customer, PSO will help enable the services so it aligns with the customer’s goal and current cloud architecture. In cases where there are missing gaps in services, PSO will proactively work with the customer and Google engineering teams to close the gaps by enabling additional functionality in the services.  

PSO will continue to work with the engineering teams to consistently review and provide recommendations on the customer’s cloud architecture in ensuring the most optimal and cost efficient design along with adhering to Google’s best practices guidelines. 

Aside from migrations, PSO is also responsible for providing continuous training of Google Cloud to customers. To ensure consistent development of Google Cloud, PSO will work with the customer to jointly develop a learning roadmap to ensure the customer has the necessary skills to succeed in delivering successful projects in Google Cloud.

Conclusion

Google PSO will be actively engaged throughout the customer’s cloud journey to ensure the necessary guidance, methodology, and tools are presented to the customer. PSO will engage in a series of activities from pre-migration planning to post migration in key areas such as capacity planning to ensure sufficient resources are allocated for future workloads to providing support on technical cases for troubleshooting. PSO will serve as a long-term trusted advisor who will be the voice of the  customer and provide the reliability and stability of the customer’s Google Cloud environment.

Click here if you’d like to engage with our PSO team on your migration. Or, you can also get started with a free discovery and assessment of your current IT landscape.

From the historic Gold Country to the rugged heights of the Sierra Nevada, Placer County encompasses more than 1,500 square miles—and provides services to nearly 400,000 residents. Across the county, residents access resources in person, over the phone, and through the county website. In 2018, the county piloted a suite of eServices through its Community Development Resource Agency (CDRA) with the goal of helping its geographically dispersed population more easily apply for permits, make appointments, and get immediate answers to specific questions.

Now, with the help of Google Cloud Dialogflow and Speech-to-Text API, the county has created a virtual agent that enables anyone, anywhere, to simply start a conversation by saying “Ask Placer County” into a variety of voice assistant hardware. This virtual agent builds on the success of eServices and helps the public access information through their smartphones or smart home devices, which is especially helpful for individuals without immediate access to a computer—such as the traveling public or a contractor working on-site, for example.

The pilot program has been an opportunity to explore new technology and create another communication channel to our citizens. “Our ambitious and long-term goal is that ‘Ask Placer County’ will be like having a personal assistant to everything related to Placer County. While the virtual agent is currently limited to a few departments, we plan to expand it countywide,” says Ben Palacio, senior IT analyst for Placer County.

“Our ambitious and long-term goal is that ‘Ask Placer County’ will be like having a personal assistant to everything related to Placer County. While the virtual agent is currently limited to a few departments, we plan to expand it countywide.”

—Ben Palacio, Senior IT Analyst, Placer County

New eServices get a boost from AI virtual agent

The CDRA, one of many departments and agencies within Placer County, deployed interactive eServices for residents. As part of this initiative, the CDRA made a special request to the information technology (IT) department: Build an AI-based virtual agent that would spotlight the eServices on the website and make them easily available through a conversational interface.

“Having a specific technology requirement voiced by an agency was visionary and very welcome. It meant they were engaged and excited about the possibilities that these new technologies had to offer,” says Mike Spak, IT Manager for Placer County.

Today, the CDRA’s eServices help residents answer important questions, such as: “Is my land zoned for adding a garage?” “What historical engineering work has been done on my property?” And, “How can I make an appointment at a permitting office?”

“Having a specific technology requirement voiced by an agency was visionary and very welcome. It meant they were engaged and excited about the possibilities that these new technologies had to offer.”

—Mike Spak, IT Manager, Placer County

Google Cloud fit easily into Placer County’s multivendor environment

With the help of consultants from Dito, a Google Cloud Premier Partner, Placer County chose Google Cloud to help with “Ask Placer County.”

Placer County runs a multivendor IT environment. “Especially with the cloud, the easier it is to integrate a vendor’s capabilities with others, the better for everybody,” says Palacio. “Google Cloud was able to integrate with other vendors’ capabilities for this project.”

For example, Placer County uses the Google Cloud operations suite (formerly Stackdriver) to monitor, troubleshoot, and improve its cloud infrastructure and application performance. And it uses Dialogflow, which powers the natural language processing (NLP) interface of the “Ask Placer County” virtual agent. Both integrate easily with tools from other vendors.

“Especially with the cloud, the easier it is to integrate a vendor’s capabilities with others, the better for everybody. Google Cloud was able to integrate with other vendors’ capabilities for this project.”

—Ben Palacio, Senior IT Analyst, Placer County

Real-time conversations powered by “Ask Placer County”

Dito got “Ask Placer County” up and running using App Engine and Datastore. Today, the “Ask Placer County” virtual agent provides information ranging from how to adopt a pet to short-term-rental compliance.

Users can say “Ask Placer County” into their smartphones or their computer microphones and access targeted information from the pilot departments. IT staff reviews the asked questions and are constantly updating the virtual agent to provide more accurate and responsive information.

“You could be in your backyard with a contractor trying to get a project started, and if the contractor has a question about permitting or zoning, they can use their smartphone to get an answer right then and there, rather than having to interrupt the meeting, get back in their car, and drive to a county office,” says Palacio.

The county hopes “Ask Placer County” will improve the efficiency of in-person interactions between the public and county employees as well. Because the public can access common questions and information online or through the virtual agent, employees’ interactions with the public can be more focused and productive.

“We are providing more effective and efficient service to our customers through 24/7 access to information and by reducing the proportion of staff’s time in responding to emails and voicemails to answer our customer questions,” says Shawna Purvines, Principal Planner for Placer County.

According to Placer County, the virtual agent currently answers a monthly average of around 200 questions for the CDRA, and the county continues to develop more and more complete answers across participating departments.

“We are providing more effective and efficient service to our customers through 24/7 access to information and by reducing the proportion of staff’s time in responding to emails and voicemails to answer our customer questions.”

—Shawna Purvines, Principal Planner, Placer County

Constantly evolving based on users’ needs

To best serve the needs of the CDRA, and potentially other departments over time, “Ask Placer County” continues to evolve. The county can add and retire questions based on the needs of constituents. This technology can be tailored to address current needs, such as responding to COVID-19. “Our hope is that, in quickly evolving situations, the virtual agent can be a resource for the public to access real-time information about public services,” says Palacio.

As a component of the eServices group, “Ask Placer County” has kept construction and development in Placer County operational during the COVID-19 pandemic, and it continues to provide opportunities for the public to access county resources without coming in to the counters, reducing the need for in-person visits. In fact, according to Placer County data, permit applications have increased by 17%.

Placer County also performs analytics using the Google Cloud operations suite to gain insights into the most popular questions and, just as importantly, the questions that are not being answered. “We get insight into what we’re missing—for those times when the virtual agent can’t find a response in our database,” says Palacio. Placer County uses these insights to improve answers and ultimately improve the efficacy of the virtual agent over time.

“This continual, real-time learning is the exciting part of the application that lets us help constituents in entirely new ways. It’s really cool,” says Palacio.

County IT workers actively analyze CDRA webpages to determine which are the most visited and to craft questions and answers to add to “Ask Placer County.” According to Placer County, the number of questions the virtual agent can answer is now more than 600. But the CDRA pages are just a small subset of the 5,000 pages that make up the Placer County website. A future goal is to provide a backstop for customer questions that can’t be answered, transferring those customers to county staff for resolution.

“Looking ahead, this technology has the ability to provide answers to thousands and thousands of questions,” says Palacio.

“This continual, real-time learning is the exciting part of the application that lets us help constituents in entirely new ways. It’s really cool.”

—Ben Palacio, Senior IT Analyst, Placer County

Scaling “Ask Placer County” countywide

The limited rollout of the virtual agent technology allowed IT to monitor its effectiveness and make initial adjustments. As the virtual agent evolves, the Placer County chief information officer sees opportunities for it to engage the public countywide.

The “Ask Placer County” virtual agent can truly be a concierge, helping the public navigate county resources. It can help citizens become more engaged with their elected officials, it can provide information, and it can more efficiently connect the public with the services they seek.

Some of the future possibilities include providing current information on board meetings and individual elected officials, checking on permit status and burn days, and getting the latest county news. “There are so many ways we can use this solution to tackle issues within the county that we’re going to have to somehow prioritize them,” says Palacio.

The game of baseball has no shortage of statistics — from batting average to exit velocity, strikeouts to wins above replacement. Among all sports, Major League Baseball (MLB) arguably contains the most analytical and data-driven participants and fan base. Subconsciously or viscerally, players and managers on the field and those following from anywhere are constantly assessing and making decisions based off of game play trends and expectations — whether a batter will come through with a hit in an important situation, when a pitcher should be pulled. Less analyzed, however, is what leads fans to become engaged with certain players or teams, and what factors drive their love of the game. This is the motivation behind the problem being posed by Major League Baseball in their Kaggle competition for Player Digital Engagement Forecasting. Can you use machine learning to deconstruct baseball fandom?

This competition asks you to predict measures of digital engagement for each active player on a daily basis during the MLB season. So, how large was the surge in fan interest after Joe Musgrove threw the first no-hitter in Padres history? Is Shohei Ohtani’s engagement higher when he pitches well, when he hits a monster home run…or when he does both? You’re provided a wealth of game, team and player information – detailed stats, awards, rosters, and transaction information – as well as social and digital engagement data as your inputs. Data scientists will recognize this as an exciting forecasting problem with both traditional regression and time series components, where having this input data just prior to the prediction date is critical to determining which players will receive the most engagement. 

With so many variables in the game, there are an endless number of vectors which could possibly influence fan engagement. Eleven-time All-Star Miguel Cabrera delighted fans by hitting the first home run of the season – in the snow! Occasionally a lesser-known player like Musgrove or Carlos Rodón “wins the day” with an unlikely no-hitter. And sometimes just getting traded to an iconic franchise like the Yankees generates a ton of fan interest, like it did for Rougned Odor in early April.

As these examples show, a player’s digital engagement can be pretty dynamic during the season, with many different potential contributors to who is “trending” on a given day. How can you use data to uncover which factors are the most influential of engagement with each player’s digital content?

Ready to play ball? Check out the competition on Kaggle for all the details. $50,000 in prizes is up for grabs in two prize categories. The code competition puts your machine learning skills to the test, to see who can build the most accurate forecasting models to predict daily digital engagement for every active player. You’ll have until July 31st to build your models and then be evaluated on a future time frame, which will determine the winners. For data visualization and exploration experts out there, the explainability prizes give you an opportunity to analyze more broadly which factors, even those outside of what we’re providing directly, most influence digital engagement. You’ll be evaluated on how well you can use what the data is telling you to support your findings.

And if you’re looking to get started, we’ve provided an introductory video and some notebook tutorials, including a starting point for harnessing the power of Vertex AI through tools including Cloud Notebooks, Explainable AI, and Vizier. 

With the second half of the season upon us, it’s an exciting time to be an MLB fan. With this Kaggle competition, it’s also a perfect opportunity to use data science to help understand baseball fandom and potentially earn some of your own accolades in the process. Step up to the plate!

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