Cloud Computing
Cloud computing is the delivery of computing services — servers, storage, databases, networking, software, and AI — over the internet, offering scalable resources on demand.
In Depth
Cloud computing is the technological foundation that makes modern AI-powered customer support possible. It provides the elastic compute resources needed to process thousands of simultaneous conversations, the storage for vast knowledge bases and conversation histories, and the GPU infrastructure for running AI models. The three main service models are IaaS (Infrastructure as a Service — raw computing resources), PaaS (Platform as a Service — development environments), and SaaS (Software as a Service — complete applications).
For customer support, cloud computing enables global availability, automatic scaling during peak periods, disaster recovery, and cost-effective AI processing. AI agents particularly benefit from cloud computing because they can scale instantly to handle traffic spikes (like after a product launch or outage) without pre-provisioning hardware.
Related Terms
SaaS
SaaS (Software as a Service) is a cloud-based software delivery model where applications are hosted by a provider and accessed by customers over the internet on a subscription basis.
CCaaS
CCaaS (Contact Center as a Service) is a cloud-based subscription model that provides businesses with contact center technology and capabilities on a pay-per-use basis.
Scalability
Scalability is the ability of a system to handle increased workload by adding resources, either by upgrading existing hardware (vertical) or adding more machines (horizontal).
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