Google Cloud Contact Center AI

Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents.

Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by handing off simpler customer requests to digital agents and freeing up live agents to deal with more complex issues.

The product also uses natural language processing (NLP) capabilities to detect customer sentiment and machine learning (ML) processes to suggest intuitive solutions for live agents and facilitate digital agents learning from real-time customer interactions.

This software is integratabtle with leading Contact Center vendors such as Genesys, Cisco, Mitel, Twilio, and Five9.