Google is bringing its human-like conversational AI to the contact centre
Google Cloud has announced a new enterprise contact centre solution which uses AI to mimic humans to answer simple queries and automatically route callers to the right agent.
The solution - called Contact Centre AI - was announced on stage during Google Cloud Next in San Francisco this week and builds on Google’s Dialogflow Enterprise Edition, its development suite for building conversational agents that was announced back in November. This has been enhanced using DeepMind’s WaveNet, which can then be integrated into telephony networks using the Dialogflow Phone Gateway.
WaveNet is “a deep generative model of raw audio waveforms” developed by the Google's UK subsidiary DeepMind and announced in 2016. It promises the ability to “generate speech which mimics any human voice and which sounds more natural than the best existing Text-to-Speech systems, reducing the gap with human performance by over 50 percent.”
In a blog post, Fei-Fei Li, chief scientist at Google AI wrote: “When we studied the challenges faced by real contact centres every day, we found that customers often have simple transactional or informational requests.
"For contact centre employees, this can mean repetitive work, increased pressure on caller turnover, and less time to solve complex problems. For the callers themselves, it can mean frustrating menus, longer hold times and a diminished experience overall. This got us thinking about how we could use AI to dramatically improve the experiences of both customers and the contact centre representatives that help them.”
In practice Contact Centre AI works by replacing the old phone tree system with a virtual agent that answers questions before handing over to a human agent. Contact Centre AI also helps support agents with contextual information so that they can avoid asking for the same information again.
Source: computerweekly
Latest Jobs
-
- Senior Presales Consultant | Managed Security Services | London
- London
- N/A
-
Senior Presales Consultant – Managed Security Services Location: London-commutable (Hybrid) A well-established cyber consultancy is seeking a Senior Presales Consultant to drive growth across its managed security services / advisory portfolio. This hybrid role bridges commercial and technical expertise supporting solution design, shaping customer proposals, and guiding conversations from scoping through to delivery. Key experience: Background in managed security services, including SOC operations and threat detection Strong knowledge of cloud and on-prem security tooling (SIEM, EDR, IAM) Penetration testing Proven ability to translate technical concepts into clear business value Confident in customer-facing engagements and pre-sales delivery Experience contributing to bids, proposals, and RFI/RFP responses To find out more contact me on 07884666351 Visa sponsorship is unfortunately not available for this role.
-
- New Business | Cyber Security | Overlay sales (UK Based- London commutable)
- London
- N/A
-
New Business Sales Hunter needed | Cybersecurity (UK Based- London commutable) Are you looking for uncapped commission, a fun and sociable team that drives success with no politics? If so...You must Have a demonstrable history of sales success in Cyber Security Follow Weatons law. The role: Seeking a proven New Business Sales Hunter to join an established, successful and expanding team. New business focused - £500-750 GP Sell a blend of security services & professional services. Ideal experience selling some or all of the following Cyber strategy & risk management Managed detection & response (MDR) Penetration testing Compliance & audit support You: Strong cybersecurity/IT services sales track record. Confident selling into mid-market & enterprise. UK based - London commutable Hunter mindset, full sales cycle ownership. Don't just send an email to apply give me a call on 07884666351
-
- New Business Sales Hunter | Cyber Security (UK Based)
- London
- To attract the right person
-
New Business Sales Hunter needed | Cybersecurity (UK Based) Are you looking for uncapped commission, a fun and sociable team that drives success with no politics? If so...You must Be UK based - and able to achieve UK SC clearance. (sorry no visas) Have a demonstrable history of sales success in Cyber Security Follow Weatons law. The role: Seeking a proven New Business Sales Hunter to join an established, successful and expanding cyber security firm. New business focused - £1m GP year one target (ramped). Sell a blend of security services & professional services. Ideal experience selling some or all of the following Cyber strategy & risk management Managed detection & response (MDR) Penetration testing Compliance & audit support You: Strong cybersecurity/IT services sales track record. Confident selling into mid-market & enterprise. UK based - London commutable 1x per week. Hunter mindset, full sales cycle ownership. Don't just send an email to apply give me a call on 07884666351