Google to place AI-powered virtual agents in call centres

Google’s AI virtual agent answers questions and fulfills tasks all on its own when a call is placed.

google,Google AI,Google AI virtual agents

Neighbourhood Technology Desk/Avi Arya: Google has announced it is working with several partners like Cisco and Genesys to build Artificial Intelligence (AI) technology that will replace some of the work in call centres. Software is called “Contact Center AI” which will install “virtual agents” that will be the first to pick up the phone when a customer connect to a call centre.

Fei-Fei Li, Chief Scientist at Google, said these words during the Cloud Next conference here late on Tuesday, “When the customer asks something that the AI cannot do, it will automatically forward the call to a human,”,“Our true goal is to empower a contact centre’s human agents, as well as the customers that rely on them. “To do this, we built a complete solution with our partners that includes Dialog flow Enterprise Edition, as well as additional capabilities that are particularly useful for contact centres,” Li added.

Result is a flexible solution that adapts to the needs of each and every call, and provides a seamless experience between live and virtual agents, playing as big or as small a role as the situation demands.


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