Google Cloud has made Contact Center AI available for general use. The software allows businesses to deploy virtual agents for basic customer interactions. It provides an “agent assist” feature to transcribe calls, recommends workflows, and offers other kinds of AI-driven assistance. Agent Assist uses NLP to augment customer service agent interactions with customers when a bot is unable to help a customer.
Google also updated Dialogflow, the development suite for building conversational interfaces such as chatbots and interactive voice responses (IVR).