Wednesday October 24, 2018
Home Lead Story Google to Pla...

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

0
//
12
Google users
Google testing 'Explore' interface on Chrome. Pixabay
Republish
Reprint

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)

Click here for reuse options!
Copyright 2018 NewsGram

Next Story

‘Doodle 4 Google’ Opens Public Voting

The first edition of "Doodle 4 Google India" was held in 2009 and the theme was "My India"

0
Google, Doodle 4 google
A Google logo is displayed at the entrance to the internet based company's offices in Toronto. VOA

Google on Tuesday opened public online voting for 20 children shortlisted for its annual ‘Doodle 4 Google’ competition.

The annual competition, announced early in August, encouraged creative, art-loving students across India to bring their imagination to life for the search engine giant’s logo.

This year’s theme was “what inspires you”. The doodle, incorporating letters G-o-o-g-l-e, were to be created using crayons, clay, water colours and graphic design.

Doodle 4 google
Representational Image of ‘Doodle for Google’. Flickr

From a beautiful sight at the beach to nature’s tiny creatures; India’s farmer community to the Indian folk music; space exploration to learning from animals; children drew their inspiration using crayons, clay and graphic designs, the tech giant said in a statement.

Of the 75,000 students, from Class 1 to 10, across the country who sent in their entries, more than 55 per cent were from non-metro cities, including Visakhapatnam, Bhopal, Jabalpur, Bareilly, Kottayam and Bhubaneswar.

Out of these, Google shortlisted 20 from five categories: Group 1 comprising students from Class 1 to 2; Group 2 with students from Class 3 to 4; Group 3 with students from Class 5 to 6; Group 4 with students from Class 7 to 8 and Group 5 with students from Class 9 to 10.

Google, cryptocurrency, Doodle 4 google
A Google logo is seen at the company’s headquarters in Mountain View, California, VOA

The online voting, which began on Tuesday, will continue till November 6 (until 10 a.m.). People can cast their votes on the Doodle 4 Google 2018 voting page.

The doodle with the maximum votes will get featured on Google’s home page on Children’s Day that falls on November 14.

Also Read: Customers Having Airtel-Related Queries Will Now Be Answered By Google Assistant

The national winner would win a Rs 5 lakh college scholarship, a Rs 2 lakh technology package for their school, as well as a trip to the Google office in India, among other prizes, the company said.

The first edition of “Doodle 4 Google India” was held in 2009 and the theme was “My India”. (IANS)