On 01 September 2020, Google introduced new features for Contact Center AI, new versions of Document AI and improvements to the AI platform for machine learning operations (MLOps) practitioners.
The Contact Center AI, provides enterprises the ability to deploy virtual agents for simple customer interactions. With the addition of new features, the software brings an intuitive customer support experience through natural language recognition.
The additional features included to the enhancement of Google’s cloud portfolio include Dialogflow CX. A development suite for creating conversational interfaces, the Dialog Flow, is optimized for big contact centers dealing with complex (multi-turn conversations).