Solution updated to bring conversational AI to call centre applications
Google announced it has updated its Contact Centre solution with voice biometrics and conversational AI.
The internet giant’s Contact Centre Artificial Intelligence (CCAI) platform will now feature Speaker ID, which is designed to allow users to enroll and authenticate themselves using voice biometrics.
Speaker ID is to be integrated within the Google Cloud’s Contact Centre AI platform, with the Dialogflow CX virtual agents enabling various conversational experiences for callers.
Google said Dialogflow CX can also analyse audio sent for intent detection and entity extraction, adding that the tool is available in both standard or advanced editions.
The news comes after Google also announced it was rolling out Chrome Enterprise Recommended Contact Centre stacks, built in partnerships with 8×8, Cisco, Edify, Fiv9, Genesys, RingCentral and Vonage. The offering is will be deployed via US reseller giant CDW, starting today.
The solution has four key features:
Google has also announced that more devices have been certified via its Works With Chromebook programme, featuring over 15 certified headsets targeted towards the contact centre market.
More to follow…