Google Includes Voice Biometrics in Contact Centre Offering  

Carly Read
Senior Reporter

Solution updated to bring conversational AI to call centre applications 

Google Channel News
Google Includes Voice Biometrics in Contact Centre Offering  

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:

  • Secure platform and remote management: Chrome OS is a cloud-first, easy-to-manage operating system that can secure and optimise contact centre while supporting remote agents
  • Validated contact centre solutions: New contact centre solutions optimised for Chrome OS through a new solution track for Chrome Enterprise Recommended
  • Access to virtualisation desktop infrastructure: Assurance knowing Chrome OS and Citrix Workspace is now a Citrix Ready verified solution for contact centre
  • Agent peripherals and devices: New certified Works With Chromebook headsets and a thriving Chrome OS device ecosystem

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… 

 

 


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