Google delivers AI for call centers

At the same time, Avaya and Mitel joined the list of integration partners working with Google to help organizations implement this "Contact Center AI".
Google Cloud announced Thursday the availability of its Contact Center AI tool. This contact center software enables businesses to deploy virtual agents for basic customer interactions and provides a "help desk" function to transcribe calls, recommend workflows and provide other types of AI-based support. 

Google has also announced updates to Dialogflow, the development suite for building conversational interfaces such as chatbots and interactive voice responses (IVR). Thanks to a new agent validation function,

In addition, Google has improved its natural language processing to provide a more precise and natural conversational experience. Google has also extended the Dialogflow Telephony Gateway to include IVR partners, which can help organizations set up IVR systems and access virtual Dialogflow agents with existing phone numbers

Many integration partners

Several integration partners are working with Google to help companies implement artificial intelligence in contact centers, including Avaya, Mitel, 8x8, Cisco, Five9, Genesys, Salesforce, Twilio and Vonage. Businesses can expect to see results approximately three to six months after integrating contact center artificial intelligence into existing workflows, says Google.