Sunday February 17, 2019
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Google to Place AI-Powered Virtual Agents in Call Centres

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 as big or as small a role as the situation demands

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Google unveils new shopping search features for Indian users. Pixabay

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.

The 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.

“When the customer asks something that the AI cannot do, it will automatically forward the call to a human,” said Fei-Fei Li, Chief Scientist at Google, during the Cloud Next conference here late on Tuesday.

“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 Dialogflow Enterprise Edition, as well as additional capabilities that are particularly useful for contact centres,” Li added.

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The 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. Pixabay

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’s needs surpass the Virtual Agent, it transitions to a human representative.

“From there, the system shifts to a supporting role whereby Contact Centre AI’s Agent Assist system supports the conversation and provides the agent with relevant information,” Google said.

Also Read: You Can Now Ask Google Assistant to Make a Duo Video Call

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 as big or as small a role as the situation demands.

“It’s 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 as you need,” Li noted.

“AI is empowerment, and we want to democratise that power for everyone and every business — from retail to agriculture, education to health care,” she added. (IANS)

Next Story

Google To Test Updating Pre-loaded Apps Without Signing Into Account

Google is advising developers to make sure that any updates to their app work properly in the absence of a Google account. 

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Google is advising developers to make sure that any updates to their app work properly in the absence of a Google account. Pixabay

Google is planning to roll-out a functionality that would auto-update pre-loaded apps via Google Play even when users are not signed into their Google accounts.

With this feature, the search engine giant aims to provide a more consistent app experience for users in the coming months, Android Police reported on Friday.

Previously, if users were not signed into their Google accounts, pre-installed apps on their devices, including the Play Store, were cut off from updates.

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Previously, if users were not signed into their Google accounts, pre-installed apps on their devices, including the Play Store, were cut off from updates. Pixabay

“In the coming months, Google Play will begin testing a new feature that will automatically allow Google Play to update pre-loaded apps and with users having an option to turn off this feature at any time if they wish. This should also help developers reduce overhead costs required to support obsolete app versions,” the report quoted Google as saying in a letter to the developers.

Google is advising developers to make sure that any updates to their app work properly in the absence of a Google account.
Also Read: Social Networking Giant Facebook Allows Ads to Promote Anti-vaccine Content
The feature would only apply to devices shipped with Android Lollipop or newer OS versions, the report added.

It is yet not clear by when would the feature be officially released for all Android users. (IANS)