Odigo Integrates Google DialogFlow CX With Its Conversational AI

The link-up will further enhance the capabilities of its virtual agents

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Odigo Integrates Google DialogFlow CX With Its Conversational AI
Contact CentreLatest News

Published: December 17, 2021

Charlie Mitchell

Odigo continues to expand its AI capabilities, teaming up with Google Dialogflow CX to power its virtual agents.

Throughout the CX world, these solutions typically achieve varying degrees of success. However, such partnerships push virtual agent technology further into the future, enhancing digital experiences.

After all, Google DialogFlow prides itself on enabling contact centres to build better conversational flows. Combined with Odigo’s native solution, creators of virtual agents may understand, navigate, and edit these flows more easily. As a result, customers can interact with increasingly intelligent solutions.

Through the partnership, Odigo also simplifies the experience of those building virtual agents. Doing so is a critical goal for many vendors, with IT issues continuing to curb digital transformation projects.

Thrilled to achieve this aim, Thibaud Pietri, Chief Product Officer at Odigo, says:

Odigo promotes a model that is open to the ecosystem of technology leaders, to help businesses provide the best possible experience to their own customers and employees.

With this connector to Google Dialogflow CX, Odigo also allow companies to harness multiple conversational flows within one virtual agent. Contact centres can then contain and control particular parts of the conversation. These may include authentication, payment options etc.

In doing so, handling times decrease tenfold, and contact centre efficiency improves as customers gain access to the self-service options they crave for simple transactions.

Such a trend is evident throughout the CX industry. As Forrester report: “Customers prefer self-service for simpler customer service inquiries and voice for escalations and dispute resolution.”

Moving back to the technology, integrations with other contact centre systems further enhance chatbot performance. Luckily, Odigo’s CCaaS solution allows easy API connections, paving the way for more personal, sophisticated AI-powered conversations.

It is also possible to improve the processes surrounding the virtual agent. For example, connecting different channels allows data to move with the customer across their journey, no matter which channel they use.

In addition, thanks to cloud functionality, all current Odigo customers capitalise on their previous investments and continue to benefit from Google’s AI tools.

 

 

Artificial IntelligenceCCaaSConversational AIVirtual Agent
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