Google to Place AI-Powered Virtual Agents in Call Centres
Google has announced it is working with several partners like Cisco and Genesys to build Artificial Intelligence (AI) engineering that will supplant some of the work in call centres.
The software is chosen "Contact Center AI" which will install "virtual agents" that will exist the starting time to pick up the phone when a customer connect to a phone call centre.
"When the client asks something that the AI cannot do, information technology will automatically forward the phone call to a human," said Fei-Fei Li, Primary Scientist at Google, during the Deject Side by side conference here belatedly on Tuesday.
"Our truthful goal is to empower a contact centre's human being agents, as well as the customers that rely on them.
"To do this, we built a complete solution with our partners that includes Dialogflow Enterprise Edition, likewise every bit additional capabilities that are particularly useful for contact centres," Li added.
In this AI technology, when a call is placed, the caller is immediately greeted by a Virtual Agent that answers questions and fulfils tasks all on its own.
When a caller'south needs surpass the Virtual Amanuensis, it transitions to a human being representative.
"From at that place, the system shifts to a supporting role whereby Contact Centre AI's Amanuensis Assist organisation supports the conversation and provides the agent with relevant information," Google said.
The 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 every bit large or every bit small a role as the situation demands.
"It'due south compliant with our data privacy and governance policies, and it does it all without infrastructure, on a platform that scales as much or as little every bit y'all need," Li noted.
"AI is empowerment, and we want to democratise that ability for anybody and every business organization — from retail to agriculture, educational activity to wellness care," she added.
Source: https://beebom.com/google-to-place-ai-powered-virtual-agents-in-call-centres/
Posted by: torresimpt1995.blogspot.com
0 Response to "Google to Place AI-Powered Virtual Agents in Call Centres"
Post a Comment