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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 Will Start Giving EU Smartphone Users a Choice of Browsers and Search Apps on Android

Android users who open the Google Play store after the update will be given the option to install up to five search apps and five browsers, Gennai said

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FILE - A woman walks past the logo for Google at the China International Import Expo in Shanghai, Nov. 5, 2018. VOA

Google said Thursday it will start giving European Union smartphone users a choice of browsers and search apps on its Android operating system, in changes designed to comply with an EU antitrust ruling.

Following an Android update, users will be shown two new screens giving them the new options, Google product management director Paul Gennai said in a blog post.

The EU’s executive Commission slapped the Silicon Valley giant with a record 4.34 billion euro (then $5 billion) antitrust fine in July after finding that it abused the dominance of Android by forcing handset and tablet makers to install Google apps, reducing consumer choice.

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Android users who open the Google Play store after the update will be given the option to install up to five search apps and five browsers, Gennai said. Pixabay

The commission had ordered Google to come up with a remedy or face further fines. The company, which is appealing the ruling, said the changes are being rolled out over the next few weeks to both new and existing Android phones in Europe.

ALSO READ: Measles Spread in Google’s Headquarters, Employees Discussing Ways To Protect Themselves

Android users who open the Google Play store after the update will be given the option to install up to five search apps and five browsers, Gennai said. Apps will be included based on their popularity and shown in random order. Users who choose a search app will also be asked if they want to change the default search engine in the phone’s Chrome browser.

Android is the most widely used mobile operating system, beating even Apple’s iOS. (VOA)