Contact Center AI

Main articles:

• Call Center - Purpose, Types and Tasks
• Speech technology: from recognition to understanding

2021: Integration with Voximplant

Voximplant, a representative of the CPaaS market in Russia and the CIS, on March 31, 2021 announced the integration of its platform with Contact Center AI from Google Cloud, which gives customers of the company around the world expanded opportunities to create projects based on artificial intelligence. More details here.

2019: Announcement

In mid-November 2019, Google released the Contact Center AI service, which takes over part of the functions of contact center employees. According to the developers, the new solution will help the business provide customers with more personalized support services.

Contact Center AI is built on Google Dialogflow artificial intelligence and is designed to develop tools for organizing interaction using voice. Its capabilities can be enhanced by using DeepMind WaveNet technology, which is integrated into telephone networks using the Dialogflow Phone Gateway.

Google released the Contact Center AI service, which takes over part of the functions of contact center employees

WaveNet represents a model of human speech synthesis based on analysis of raw audio fragments. It has the ability to "generate speech that mimics any human voice and sounds more natural than the best text-to-speech conversion systems available today, more than half, reducing the difference with a living person, say Google.

Contact Centre AI replaces the old tree-addressed telephone system with a virtual agent, which clarifies the issue before sending a call to the human agent. Contact Centre AI provides the agents with contextual information so that they do not request the same information again.

Thanks to virtual agents, client calls are processed automatically - the bot answers in the chat, and when calling, the voice assistant. A virtual agent can connect to a human operator when necessary.

Agent Assist transcribes calls in real time, determines customer intentions, provides real-time step-by-step assistance (recommended articles, applications, etc.), and automates call distribution.^[1]

Notes