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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 clarifies tracking users even with location data turned off. Pixabay
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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)

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Google Planning to Introduce Smart Speakers with Display

Other technology players, including JBL, Lenovo, LG and Sony have also signed up to make screen-equipped smart speakers

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Google preparing to launch display-equipped smart speakers. Pixabay

Google is reportedly preparing to launch a display-equipped smart speaker in a direct competition with Amazon and Alibaba Group Holding in the voice-activated gadgets category.

“Google targets to ship some three million units for the first batch of the new model of smart speaker that comes with a screen. It’s an aggressive plan,” Nikkei Asian Review quoted an industry source as saying on Thursday.

The new product would be part of the Google Home range of smart speakers, running on Artificial Intelligence (AI)-based Google Assistant, similar to Amazon’s “Echo Show”, which is a pair of two-inch speakers with a 7-inch touchscreen that displays visual output for Alexa’s responses.

Google’s upcoming model with the display is still likely to rely on voice commands, but users should be able to play YouTube videos, check their calendars and view maps, the report added.

Google
Other technology players, including JBL, Lenovo, LG and Sony have also signed up to make screen-equipped smart speakers. Pixabay

The Android developer’s AI speaker lineup currently features the standard Google Home, the cost-effective Home Mini and the high-end Home Max.

The first two options are positioned against Amazon’s regular Echo and Echo Dot, while the top-of-the-line model competes with Apple’s HomePod, which comes with the Siri voice assistant.

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The search engine giant accounted for 36 per cent of over 9 million smart speakers units shipped in the January-March period of 2018 with Amazon acquiring a 28 per cent market share.

Other technology players, including JBL, Lenovo, LG and Sony have also signed up to make screen-equipped smart speakers. (IANS)