In the fragmented world of U.S. healthcare, patients often have to wait in line or on hold, navigate multiple patient portals, and fill out numerous request forms—all in pursuit of their own medical history. Healthcare technology startup PicnicHealth is on a mission to put control back with the patient, where it belongs.

PicnicHealth’s growth, from closing successful venture rounds to winning machine learning (ML) competitions, speaks to not only improvements and opportunities in healthcare, but also how startups are leveraging Google Workspace and Google Cloud services to accelerate momentum.

The company does the heavy lifting of collecting records and leverages human-in-the-loop ML to transcribe and validate them with an abstraction team of medical professionals. The records are then structured into a complete medical history that patients can access and share with providers to get better care.

But PicnicHealth helps to improve patient health on more than one front. It allows patients to contribute their data to de-identified medical research, building high-quality, anonymized datasets that researchers and life sciences companies can use to better understand disease progression and treatment in the real world.

Google Workspace has been part of PicnicHealth from day one, helping the founders collaborate and shape the company’s vision using cloud-synced documents and spreadsheets to collaborate and model predictions. “I’ve had a Gmail account since 2006, and in college 100% of people worked out of Google Docs. Workspace continues to be the best choice for online collaboration, and that’s why it’s still the default standard for startups,” said Troy Astorino, CoFounder & CTO of PicnicHealth. “When we started PicnicHealth, my co-founder Noga Leviner was in San Francisco and I was in Southern California, and of course we used Workspace.”

Today, Google Workspace continues to play a central role in the company’s collaboration. “We create design documents in Google Docs, primarily for engineering and product changes, and get really healthy, vibrant discussions through comments,” noted Astorino. “This practice has grown beyond engineering and is used for everything from how the company operates to communication norms.”

Google Workspace offers everything the team needs to collaborate, no matter where employees are. PicnicHealth’s team has spread from San Francisco to being distributed across the country and around the world. Instant collaboration is crucial.

“We work in a complex domain where people need a lot of information to make good decisions,” said Astorino. “Google Workspace allows us to operate in a mode of default transparency, where people can easily get the information they need even if it wasn’t intentionally or directly shared with them. Whether it’s working in Docs or scheduling in Calendar, we can operate much more effectively than we could otherwise.”

By any measure, PicnicHealth’s trajectory is one of record success. The startup is a 2014 alumni of Y Combinator, a program that helped launch household names like Airbnb, DoorDash, and Dropbox. Three years later, the team went on to win the $1 million grand prize at Google’s Machine Learning Competition. And the momentum has continued— PicnicHealth has recently announced a $60 million Series C round, bringing the amount raised to date to over $100 million. With the Series C, PicnicHealth is investing in expanding its reach to more patients across over 30 diseases.

As a healthcare startup, PicnicHealth faced a very particular set of challenges, especially when working with and accessing data. Data fragmentation and interoperability are only some of the challenges of realizing the value of big data in the cloud. The healthcare industry is notoriously difficult to navigate due to sensitive data protection laws and regulations like the Health Insurance Portability and Accountability Act (HIPAA).

PicnicHealth started in the cloud on Amazon Web Services (AWS). However, after migrating over to Kubernetes and facing an expanding list of requirements for HIPAA compliance, the company started to explore alternatives.

“We needed to be HIPAA compliant, which was going to be painful on AWS, and we wanted to get away from managing and operating our own Kubernetes clusters,” recalled Astorino. “We had heard good things about GKE (Google Kubernetes Engine). And particularly valuable for us, — many technical requirements you need for HIPAA compliance are configured by default on Google Cloud.”

PicnicHealth would have had to implement a lot of changes and get specialized instance types to get their existing configuration to work. So, they began experimenting with Google Cloud and discovered a much smoother experience.

“It was a lot easier to manage in terms of product setup and developer experience,” said Astorino. “There is a sane product hierarchy of resources you can access and use through Google Cloud and the relationships between them, from coordinated IAM (identity and access management) to using Google Groups for granting permissions. Overall, it’s cleaner.”

Astorino added that the move has also opened the doors to taking advantage of other services in the Google Cloud ecosystem like Cloud SQL, BigQuery, and Cloud Composer. PicnicHealth also uses Security Command Center because it easily integrates with everything but also helps meet various compliance frameworks’ requirements, providing visibility, near-real-time asset discovery, and security information and event management.

But most importantly, the integrated ecosystem has simplified the work needed for PicnicHealth to create a secure environment for employees to use when working with sensitive medical records while still providing all the tools they need. For example, abstractors not only use Google Workspace but also have Chromebooks because they are easy to manage and secure.

Altogether, Google Cloud helps form a technology stack that has enabled the startup to build a massive labeled dataset containing over 100 million labeled medical data concepts. In turn, it accelerates PicnicHealth’s ability to generate highly-performant AI models and feed other ML pipelines, which has been vital for processing and reviewing data at scale.

To learn more about how Google Workspace and Google Cloud help startups like PicnicHealth accelerate their journey, visit our startups solutions pages for Google Workspace and Google Cloud.

In fast-moving organizations, it’s not uncommon for cloud resources, including entire projects, to occasionally be forgotten about. Not only such unattended resources can be difficult to identify, but they also tend to create a lot of headaches for product teams down the road, including unnecessary waste and security risks. 

To help you prune your idle cloud resources, we’re excited to introduce Unattended Project Recommender. It’s a new feature of Active Assist that provides you with a one-stop shop for discovering, reclaiming, and shutting down unattended projects. With actionable and automatic recommendations, you no longer have to worry about wasting money or mitigating security risks presented by your idle resources. Unattended Project Recommender uses machine learning to identify, with a high degree of confidence, projects that are likely abandoned based on API and networking activity, billing, usage of cloud services, and other signals. This feature is available via the Recommender API today, making it easy for you to integrate with your company’s existing workflow management and communication tools, or export results to a BigQuery table for custom analysis.

Thousands of projects can be unattended in large organizations, presenting major security risks

Your cloud projects can go abandoned or unattended for a number of reasons — ranging from a test environment that’s no longer needed, to project cancellation, to project owner switching jobs, and more. Not only can such projects contribute to your cloud bill (waste) but they may contain security issues such as open firewalls or privileged service account keys that attackers can exploit to get a hold of your cloud resources for cryptocurrency mining or, worse, compromise your company’s sensitive data. These security risks tend to grow over time because the latest best practices and patches are usually not applied to unattended projects. 

We experience this issue here at Google, too… In fact, it has been on Google’s internal security team’s radar for some time now, so we joined forces and looked into this problem together, starting with our very own “google.com” organization cloud projects. We quickly found some projects that were unattended, but remediating this issue was easier said than done due to challenges in several areas:

• Detection: With lots of signals available to you via sources like Cloud Monitoring, what are the right ones you should look at (e.g. API, networking, user activity)? How can you tell the difference between an unattended project and a project that has a low level of activity by design (e.g. a “shell” project that holds an auth token)?
• Remediation: Once you have identified a project that seems abandoned, how do you go about ensuring that it’s indeed an unattended project? How do you reduce the risk of deleting something that might be essential to a production workload, causing irreversible data loss? How do you solve this at the scale of your entire organization, beyond a one-time cleanup? 

Over the course of 2021 we built and tested a Google-internal prototype first, cleaning up many of our internal unattended projects, and then worked with a number of Google Cloud customers to build and tune this feature based on real-life data (thank you to all of our early adopters for working with us and your generous feedback that helped us shape this feature!) It was not uncommon for us to come across organizations with thousands of unattended projects, and we’re very excited to bring Unattended Project Recommender to all customers, in public preview.

Discovering and acting on unattended project recommendations

Unattended Project Recommender analyzes usage activity across all projects under your organization, including the following data:

• API activity (e.g. service accounts with authentication activity, API calls consumed)
• Networking activity (ingress and egress)
• Billing activity (e.g. services with billable usage)
• User activity (e.g. active project owners)
• Cloud services usage (e.g. number of active VMs, BigQuery jobs, storage requests)

Based on these signals, it can generate recommendations to clean up projects that have low usage activity (where “low usage” is defined using a machine learning model that ranks projects in your organization by level of usage), or recommendations to reclaim projects that have high usage activity but no active project owners. Here’s what an example post-processed summary list of recommendations can look like for the “foobar” organization that has 3 projects:

  Project ID: demo-project-307815
Recommendation: CLEANUP_PROJECT

Project ID: new-project
Recommendation: N/A

Project ID: bobs-playground-project
Recommendation: RECLAIM_PROJECT

In addition to the recommendations, you can also examine the underlying project activity insights that the recommendations are based upon. The insights provide additional information that can be useful for integration with your organization’s existing workflows and automation (e.g. send an auto-generated email or chat message to project owners based on the list provided by the owners field). Here’s an example insight payload:

  content:
  activeAppengineInstanceDailyCount: 0
  activeCloudsqlInstanceDailyCount: 0
  activeGceInstanceDailyCount: 3
  activeServiceAccountDailyCount: 1
  apiClientDailyCount: 18922           // Daily average API calls produced
  bigqueryInflightJobDailyCount: 0
  bigqueryInflightQueryDailyCount: 0
  bigqueryStorageDailyBytes: 0
  bigqueryTableDailyCount: 0
  consumedApiDailyCount: 0             // Daily average API calls consumed
  datastoreApiDailyCount: 0
  gcsObjectDailyCount: 11
  gcsRequestDailyCount: 0
  gcsStorageDailyBytes: 2663548
  hasActiveOauthTokens: false          // OAuth tokens used in the last 180 days
  hasBillingAccount: true
  numActiveUserOwners: 1
  owners:                              // List of project owners
  - activeOnProject: false
    member: user:user1@example.com
  - activeOnProject: true
    member: user:user2@example.com
  serviceWithBillableUsage:
  – Cloud Storage
  - Compute Engine
  vpcEgressDailyBytes: 264456938       // Daily average VPC egress bytes
  vpcIngressDailyBytes: 392435047      // Daily average VPC ingress bytes
  usagePercentile: 20                  // Level of usage relative to other projects

GCP projects are used in many different ways and for many different purposes. In case you get a recommendation to delete a project that’s being used in a way that’s out of the scope for this feature, you can dismiss the recommendation and it will stop showing up for the given project. 

Restoring deleted projects

When you choose to shut down a project using the projects.delete() method, it gets marked for deletion. After a project is marked for deletion, it becomes unusable, all resources within that project are shut down, and a 30-day wait period for the project and all of its data to get fully deleted begins.

In case a useful project is accidentally shut down, you have the option to restore the project within that 30-day wait period. Since restoring allows you to recover most but not necessarily all of your project data and resources, we recommend carefully examining the utilization insights associated with a project and considering any additional utilization signals that may not be captured by the Unattended Project Recommender before taking the cleanup action.

Early customer success stories

A number of enterprise customers are already using Unattended Project Recommender to keep their organizations clean of unattended projects and resources.

Decathlon, a French sporting goods retailer, is excited for the insight Unattended Project Recommender will bring to their environment, and are already deploying it as a part of their latest cloud security initiatives.

“After a thorough test of this feature and the validation of our CISO, we ended up deleting our first 775 projects, and no one complained! A great help to improve our security. The next step for us will be to operationalize it at scale, and implement a company wide policy for unattended resource management.” —Adeline Villette, Cloud Security Officer

For Veolia, one of the world’s largest water, waste and energy management companies, not only does this feature reduce security risks and waste, but also helps drive cultural shift and alignment with its ecological transformation strategy.

“This feature allows us to reduce our costs and security debt on assets that are no longer in use, and is also fully in line with Veolia’s philosophy of limiting its carbon footprint. After having tested Unattended Project Recommender on more than 3,000 projects throughout our organization, we are looking to bring it as proactive alerts to our project owners at scale.”—Thomas Meriadec, Product Manager

Box, a secure cloud content management provider, views it as a foundation for building a repeatable process to remediate unused resources.

“Unattended Project Recommender is a great fit for us. It gives us a unified view of project usage across our entire organization and enables us to address security risks of legacy projects in a systematic and organized manner, ensuring an even safer environment.” —Matt Bowes, Staff Security Engineer

Getting started with the Unattended Project Recommender

To help you get started, we’ve prepared a Cloud Shell tutorial (source code) that you can use to find unattended project recommendations within your own Projects/Folders/Organization. Click this button to clone the tutorial from GitHub and run in your Cloud Shell environment:

As you can see, listing recommendations for your projects only takes a few clicks with the tutorial (special thanks to Lanre Ogunmola, Security & Compliance Specialist, for making this look so easy)! For additional detail on using the gcloud CLI or API to discover unattended project recommendations, please refer to the documentation page.

You can also automatically export all recommendations from your Organization to BigQuery and then investigate the recommendations with DataStudio or Looker, or use Connected Sheets that let you use Google Workspace Sheets to interact with the data stored in BigQuery without having to write SQL queries.

As with any other Recommender, you can choose to opt out of data processing at any time by disabling the appropriate data groups in the Transparency & control tab under Privacy & Security settings.

We hope that you can leverage Unattended Project Recommender to improve your cloud security posture and reduce cost, and can’t wait to hear your feedback and thoughts about this feature! Please feel free to reach us at active-assist-feedback@google.com and we also invite you to sign up for our Active Assist Trusted Tester Group if you would like to get early access to the newest features as they are developed.

Over the past few years, many organizations have experienced the benefits of migrating their SAP solutions to Google Cloud. But this migration can do more than reduce IT maintenance costs and make data more secure. By leveraging BigQuery, SAP customers can complement their SAP investments and gain fresh insights by consolidating enterprise data and easily extending it with powerful datasets and machine learning from Google. 

BigQuery is a leading cloud data warehouse, fully managed and serverless, and allows for massive scale, supporting petabyte-scale queries at super-fast speeds. It can easily combine SAP data with additional data sources, such as Google Analytics or Salesforce, and its built-in machine learning lets users operationalize machine learning models using standard SQL — all at a comparatively low cost. 

If your SAP-powered organization is looking to supercharge its analytics with the strength of BigQuery, read on for considerations and recommendations for modeling with SAP data. These guidelines are based on our real-world implementation experience with customers and can serve as a roadmap to the analytics capabilities your business needs.

Considerations for data replication 

Like most technology journeys, this one should start with a business objective. Keeping your intended business value and goals in mind is critical to making the right decisions in the early steps of the design process.

When it comes to replicating the data from an SAP system into BigQuery, there are multiple ways to do it successfully. Decide which method will work best for your organization by answering these questions:

• Does your business need real-time data? Will you need to time travel into past data?
• Which external datasets will you need to join with the replicated data?
• Are the source structures or business logic likely to change? Will you be migrating the SAP source systems any time soon? For instance, will you be moving from SAP ECC to SAP S/4HANA?

You’ll also need to determine whether replication should be done on a table-by-table basis or whether your team can source from pre-built logic. This decision, along with other considerations such as licensing, will influence which replication tool you should use.

Replicating on a table-by-table basis
Replicating tables, especially standard tables in their raw form, allows sources to be reused and ensures more stability of the source structure and functional output. For example, the SAP table for sales order headers (VBAK) is very unlikely to change its structure across different versions of SAP, and the logic that writes to it is also unlikely to change in a way that affects a replicated table. 

Something else to consider: Reconciliation between the source system and the landing table in BigQuery is linear when comparing raw tables, which helps avoid issues in consolidation exercises during critical business processes, such as period-end closing. Since replicated tables aren’t aggregated or subject to process-specific data transformation, the same replicated columns can be reused in different BigQuery views. You can, for instance, replicate the MARA table (the material master) once and use it in as many models as needed. 

Replicating pre-built logic
If you replicate pre-built models, such as those from SAP extractors or CDS views, you don’t need to build the logic in BigQuery, since you’re using existing logic. Some of these extraction objects have embedded delta mechanisms, which may complement a replication tool that can’t handle deltas. This will save initial development time, but it can also lead to challenges if you create new columns, or if customizations or upgrades change the logic behind the extraction. 

It’s also important to note that different extraction processes may transform and load the same source columns multiple times, which creates redundancy in BigQuery and can lead to higher maintenance needs and costs. However, replicating pre-built models may still be a good choice, since doing so can be especially useful for logic that tends to be immutable, such as flattening a hierarchy, or logic that is highly complex.

How you approach replication will also depend on your long-term plans and other key factors — for example, the availability (and curiosity) of your developers, and the time or effort they can put into applying their SQL knowledge to a new data warehouse. 

With either replication approach, bear in mind when designing your replication process that BigQuery is meant to be an append-always database — so post-processing of data and changes will be required in both cases. 

Processing data changes

The replication tool you choose will also determine how data changes are captured (known as CDC – change data capture). If the replication tool allows for it (for example as SAP SLT does) the same patterns described in the CDC with BigQuery documentation also apply to SAP data. 

Because some data, like transactions, are known to be less static than others (e.g., master data), you need to decide what should be scanned in real time, what will require immediate consistency, and what can be processed in batches to manage costs. This decision will be based on the reporting needs from the business.

Consider the SAP table BUT000, containing our example master data for business partners, where we have replicated changes from an SAP ERP system:

In an append-always replication in BigQuery, all updates are received as new records. For example, deleting a record in the source will be represented as a new record in BigQuery with a deletion flag. This applies to whether the records are coming from raw tables like BUT000 itself or pre-aggregated data, as from a BW extractor or a CDS view.

Let’s take a closer look at data coming particularly from the partners “LUCIA” and “RIZ”. The operation flag tells us whether the new record in BigQuery is an insert (I), update (U) or deletion (D), while the timestamps help us identify the latest version of our business partner.

If we want to find the latest updated record for the partners LUCIA and RIZ, this is what the query would look like:

  SELECT partner,
        ARRAY_AGG(i1 ORDER BY i1.recordstamp DESC LIMIT 1) AS row
FROM SAP_ECC.but000 i1 
WHERE partner in ('LUCIA','RIZ')
    GROUP BY partner

With the following result:

After identifying stale records for “LUCIA” and “RIZ” business partners, we can proceed to deleting all stale records for “LUCIA” if we do not want to retain the history. In this example, we are using a different table to which the same replication has been done, for the purpose of comparison and to check that all stale records have been deleted for the selection made and that we only kept last updated records. For example:

  DELETE SAP_HANA.but000 i1
WHERE
i1.recordstamp < TIMESTAMP_SUB(CURRENT_TIMESTAMP(), INTERVAL 3 HOUR) AND
i1.recordstamp < (SELECT MAX(recordstamp) FROM SAP_HANA.but000 i2
WHERE
i1.partner = i2.partner
and partner="LUCIA")

You can also use the following query to retrieve stale records for “LUCIA” partner before moving forward with deletion

  SELECT partner, operation_flag, recordstamp  FROM SAP_HANA.but000 i1
WHERE
i1.recordstamp < TIMESTAMP_SUB(CURRENT_TIMESTAMP(), INTERVAL 3 HOUR) 
AND
i1.recordstamp < (SELECT MAX(recordstamp) FROM SAP_HANA.but000 i2 
WHERE 
i1.partner = i2.partner
and partner="LUCIA")

Which produces all of the records, except the latest update:

Partitioning and clustering

To limit the number of records scanned in a query, save on cost and achieve the best performance possible, you’ll need to take two important steps: determine partitions and create clusters. 

Partitioning
A partitioned table is one that’s divided into segments, called partitions, which make it easier to manage and query your data. Dividing a large table into smaller partitions improves query performance and controls costs because it reduces the number of bytes read by a query.

You can partition BigQuery tables by:

• Time-unit column: Tables are partitioned based on a “timestamp,” “date,” or “datetime” column in the table.
• Ingestion time: Tables are partitioned based on the timestamp recorded when BigQuery ingested the data.
• Integer range: Tables are partitioned based on an integer column.

Partitions are enabled when the table is created, as in the example below.  A great tip is to always include the partition filter as shown on the left-hand side of the query.

Clustering
Clustering can be created on top of partitioned tables by applying the fields that are likely to be used for filtering. When you create a clustered table in BigQuery, the table data is automatically organized based on the contents of one or more of the columns in the table’s schema. The columns you specify are then used to colocate related data.

Clustering can improve the performance of certain query types — for example, queries that use filter clauses or that aggregate data. It makes a lot of sense to use them for large tables such as ACDOCA, the table for accounting documents in SAP S/4HANA. In this case, the timestamp could be used for partitioning, and common filtering fields such as the ledger, company code, and fiscal year could be used to define the clusters.

A great feature is that BigQuery will also periodically recluster the data automatically.

Materialized views

In BigQuery, materialized views are precomputed views that periodically cache the results of a query for better performance and efficiency. BigQuery uses precomputed results from materialized views and, whenever possible, reads only the delta changes from the base table to compute up-to-date results quickly. Materialized views can be queried directly or can be used by the BigQuery optimizer to process queries to the base table.

Queries that use materialized views are generally completed faster and consume fewer resources than queries that retrieve the same data only from the base table. If workload performance is an issue, materialized views can significantly improve the performance of workloads that have common and repeated queries. While materialized views currently only support single tables, they are very useful common and frequent aggregations like stock levels or order fulfillment.

Further tips on performance optimization while creating select statements can be found in the documentation for optimizing query computation.

Deployment pipeline and security

For most of the work you’ll do in BigQuery, you’ll normally have at least two delivery pipelines running — one for the actual objects in BigQuery and the other to keep the data staging, transforming, and updated as intended within the change-data-capture flows. Note that you can use most existing tools for your Continuous Integration / Continuous Deployment (CI/CD) pipeline — one of the benefits of using an open system like BigQuery. But, if your organization is new to CI/CD pipelines, this is a great opportunity to gradually gain experience. A good place to start is to read our guide for setting up a CI/CD pipeline for your data-processing workflow.  

When it comes to access and security, most end-users will only have access to the final version of the BigQuery views. While row and column-level security can be applied, as in the SAP source system, separation of concerns can be taken to the next level by splitting your data across different Google Cloud projects and BigQuery datasets. While it’s easy to replicate data and structures across your datasets, it’s a good idea to define the requirements and naming conventions early in the design process so you set it up properly from the start. 

Start driving faster and more insightful analytics

The best piece of advice we can give you is this: Try it yourself. Anyone with SQL knowledge can get started using the free BigQuery tier. New customers get $300 in free credits to spend on Google Cloud during the first 90 days. All customers get 10 GB storage and up to 1 TB queries/month, completely free of charge. In addition to discovering the massive processing capabilities, embedded machine learning, multiple integration tools, and cost benefits, you’ll soon discover how BigQuery can simplify your analytics tasks. 

If you need additional assistance, our Google Cloud Professional Services Organization (PSO) and Customer Engineers will be happy to help show you the best path forward for your organization. For anything else, contact us at cloud.google.com/contact.

Contact Center AI (CCAI) brings Google’s innovation in conversational AI to solve the most challenging customer service needs while lowering operational costs. More than a thousand customers have deployed CCAI and are steadily turning it on to power their production contact centers.

Today, we’re excited to announce that we’ve made CCAI even stronger with Agent Assist for Chat, now in public preview.

Agent Assist provides your human agents with continuous support during their calls and now chats by identifying the customers’ intent and providing them with real-time recommendations such as articles and FAQs as well as responses to customer messages to more effectively resolve the conversation.

Customers using Agent Assist for Chat have been able to manage up to 28% more conversations concurrently, while also driving up customer satisfaction by 10%. Additionally, we’ve seen them respond up to 15% faster to chats, reducing chat abandonment rates and solving more customer problems.

Agent Assist provides two key components to help agents manage conversations better: 

• Smart Reply provides response suggestions to agents so they can quickly and appropriately respond to customer messages. These suggestions can be taken from your top performing agents as well as modified even further to ensure suggestions properly reflect the tone and voice of your brand. Agent Assist learns when and what recommendations to make by building a custom model that’s trained on your (and only your) data.
• Knowledge Assist unlocks the power of your knowledge base to provide articles and FAQ suggestions to agents in real-time as the conversation progresses. When using Knowledge Assist, agents no longer need to make the customer wait while they navigate multiple applications and data to find the resolution to the customer’s issue — the answer is delivered right to them.  

“We’ve been very impressed by the chat capabilities of Agent Assist,” said Chris Smith, Vice President of Digital Service at Optus, one of the largest telecommunications companies in Australia

Optus has been using CCAI Dialogflow CX to send queries to virtual agents and sees great potential to use Agent Assist to provide recommendations to their customer support representatives. They expect Agent Assist to help minimize repetitive tasks by providing response and typeahead suggestions, helping improve the efficiency of their agents and the quality and consistency of service they provide.

Another customer, LoveHolidays, is using Agent Assist to support their agents and customers in the travel industry. 

“Agent Assist has been a beneficial aid to agents and our customers alike… It gives us the power to flex our contact center staff levels in hours not weeks,” said Eugene Neale, Director of CX Engineering & Business IT at LoveHolidays

Analysts say online chat is becoming one of the most popular ways to reach out to businesses for customer support. IDC research finds that single-function contact centers worldwide are increasingly rare — in 2020, although phone/voice is still responsible for most interactions (at around 18%); email is responsible for around 13% of interactions, and live chat (without automation) is responsible for around 8% of interactions, according to IDC, Toward the AI-Powered Contact Center, Doc # EUR147017320, December 2020.

Deploying CCAI with Agent Assist for Chat

As part of Google’s Contact Center AI suite, Agent Assist provides a seamless handoff from chats managed by your Dialogflow CX virtual agents. If a conversation or customer requires a live agent, Agent Assist will help your team pick it up quickly and drive it to a satisfying resolution. 

Historically, when managers saw contact center volumes increase they had two choices: allow customers to wait longer to speak to someone (lowering customer satisfaction) or bring on more agents (increasing cost to serve).  Deploying CCAI provides contact center leaders with a third choice: equip agents with tools like, Agent Assist for Chat, to efficiently manage customer interactions while maintaining high quality service.

Global CCAI partners support Agent Assist for Chat

Agent Assist for Chat is a set of public APIs that your engineering team can integrate directly into an agent desktop to control the agent experience from end-to-end. For a more out-of-the-box solution, we have partnered with LivePerson and 247.ai to build Agent Assist directly into their agent desktops.

“Integrating our Conversational Cloud directly with Agent Assist means agents can leverage cutting-edge productivity AI to build even further on the massive ROI of conversational commerce, from reduced agent effort and time-to-respond to increased customer satisfaction and revenue,” said Alex Spinelli, CTO of LivePerson. 

More Agent Assist resources

To learn more, check out the Agent Assist webpage. Give Agent Assist a try by training a model and then testing it using the Agent Assist simulator.

It’s no secret that many organizations and job seekers find the hiring process exhausting. It can be time consuming, costly, and somewhat risky for both parties. Those are just some of the experiences we wanted to change when we started Gyfted, a pre-vetted talent marketplace for people who complete tech training or degree programs and are looking for the right career move. At the same time, we’re helping businesses save time and improve recruiting outcomes with our automated candidate screening and sourcing tools.

Our vision is clear: To take a candidate through one structured hiring process, and then put them in front of thousands of companies. It’s similar to the common app system in higher education. Sounds simple, but it is a herculean technical and UX task. To succeed we had to combine advanced psychometric testing, machine learning, the latest in behavioral design, and develop the highest quality structured, relational dataset to represent candidate and manager profiles and preferences on our network. Fortunately, we were cofounded by world-leading experts in these areas including Dr. Michal Kosinski, one of the world’s top computational psychologists, and Adam Szefer, a gifted young technologist. We’ve been joined by a group of equally talented employees, most of whom work remotely in Poland, US, Switzerland, UK, Israel, and Ukraine.

The influence of dating platforms and matching

When seeking inspiration, we were influenced by the success of dating platforms, especially Bumble with its focus on commitment. These platforms have done a great job using design to match people together.

We like to think we’re doing the same for recruiters and candidates in terms of not only role and culture fit matching, but also through a fundamental feature of Gyfted, which is that our job-seekers are anonymous. This helps recruiters meet one of their goals today, which is to minimize bias in the hiring process and enable objective, diversity-oriented recruiting.

Another of our unique selling points is that we conduct candidate screening that is gamified and automated, with a structured interview, where the interview remains with the candidate’s profile. We roughly estimate that just for the 15 million open jobs on LinkedIn, if companies fill in 50% of those via external recruiting, and conduct a screening interview with 10 candidates per job filled at $50/hour paid to an employee to do the screening, that’s $3.75 billion and 75 million hours in direct costs. This is on top of applying for jobs, selecting CVs, and coordinating the process, which takes an even bigger financial and time toll on both applicants and recruiters. Instead, it would be better to take one interview for 1000 companies. The impact of what we want to achieve with our vision is enormous.

We also offer career discovery and career search tools for job candidates. This includes free, personalized feedback for every job-seeker. Right now, we’re aiming the service at students, bootcamp graduates and juniors, helping them to land jobs in tech and the creative industry at large. Next, we’ll expand into mid and senior roles. In the long run we want to reshape how recruiting happens through a common app that saves everyone in the market significant time and resources, helping people find jobs not only faster, but jobs that truly fit them.

Developing advanced AI applications with Google Cloud

We obtained our original funding from angel and institutional investors, and we were selected into the Fall 2021 batch of StartX, the non-profit start-up accelerator and founder community associated with Stanford University. But like most startups our budgets are tight, and we need to find ways to operate as efficiently as possible, especially when building out our technology stack and developer environment.

That’s where Google Cloud comes in. It’s a lot more affordable and flexible than competing solutions, and our developers love it. We use Google App Engine for the hosting and development of our applications giving us enormous flexibility. Vertex AI enables us to build, deploy, and scale machine learning models faster, within a unified artificial intelligence platform. On top of that we use Google Vertex AI Workbench as the development environment for the data science workflow, which allows us to have everything that we need to host and develop innovative AI-based applications.

BigQuery, Google Cloud’s serverless data warehouse, is another stand-out solution for us. We use it to crunch big data from all our systems and the UX is very intuitive and easy to use, allowing us to use it across the business and get insights from a wide range of employees, not just technical experts.

Above all, Google Cloud helps us solve the main platform challenges facing Gyfted including scalability and identity management, so we are perfectly positioned for growth. Right now, we handle about 2 million candidate interactions, a volume we expect to grow exponentially. As that number grows, we rely on Google Cloud to help us scale securely and with reliability.

Eliminating bias from the hiring process

Our technology partners have also been integral to helping us get to an advanced stage of our beta program. MongoDB on Google Cloud takes the data burden off our teams and reduces time to value of our applications. We can stay nimble and can scale database capacity at the push of a button.

Our collaboration with the Google team has been fantastic. Our Startup Success Manager is an expert when it comes to Google Cloud solutions, and he also understands our business from his own experience as an entrepreneur and an investor. It’s great to have an internal point of contact who can help us navigate all of Google’s resources.

I’d also stress the extent to which Google Cloud values align with ours. For example, a key benefit for our customers is the ability to strip unconscious bias out of the hiring process. Google Cloud tools support this commitment to diversity, especially when we are building out our AI models.

On a team level, we also appreciate the support that Google Cloud has shown through its Google Support Fund for Start-ups in Ukraine. This has helped many Ukrainian businesses to continue to operate at a very challenging time, including startups with remote, distributed teams in Poland where most of us stem from.

If I had to sum up Google Cloud and our collaboration with Google for Startups in a phrase, I’d say that it adds enormous value to our business while removing much of the risk when scaling up a start-up. We’ve seen the addition of many new tools and features in the past two years and our Google mentors are always looking at the best way these can be integrated with Gyfted’s own roadmap. That means that we can continue to transform recruiting and hiring processes with the support of one of the world’s most advanced tech companies as a strategic growth partner.

If you want to learn more about how Google Cloud can help your startup, visit our page here to get more information about our program, and sign up for our communications to get a look at our community activities, digital events, special offers, and more.