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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.

Google
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 Unveil New Feature that Allows Users to Check Their Pronounciation

Presently, it is available on mobile in American English and is coming soon in Spanish

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Google
Google is also improving its word translations and definitions with visual prompts. Pixabay

Google search is rolling out a new feature that will let users check their pronunciation of unfamiliar words with the help of machine learning.

With this new feature, a user will be able to speak into their microphone and then Google’s AI will analyze the snippet and compare it against the word’s correct pronunciation.

Then, the user will receive feedback on how each syllable matches Google’s expected pronunciation.

‘For example, if you are practicing how to say “asterisk,” the speech recognition technology analyzes how you said the word and then, it recognizes that the last soundbite was pronounced ‘rict’ instead of ‘hsk,’ Google said in a statement recently.

Presently, it is available on mobile in American English and is coming soon in Spanish.

Google is also improving its word translations and definitions with visual prompts.

Google search is rolling out a new feature that will let users check their pronunciation of unfamiliar words with the help of machine learning.
Pixabay

Google
Google search is rolling out a new feature that will let users check their pronunciation of unfamiliar words with the help of machine learning. Pixabay

“Starting rolling out today, when you look up the translation of a word or its definition, you will start seeing images that give you additional context. This can be useful with words that have multiple meanings like “seal,” or words like “avocado” that aren’t commonly used in all languages or regions,” the company added.

ALSO READ: Google Probe to Expand into Search and Android

According to Google, these new features give a creative, more effective way to practice, visualize and remember new words and the company is planning to expand these features to more languages, accents and regions in the future. (IANS)