News: Google is bringing AI-powered virtual agents in call centers

HR Technology

Google is bringing AI-powered virtual agents in call centers

The software Contact Center AI' by Google will install virtual agents that will answer any queries primarily when a customer will try to connect with a call center.
Google is bringing AI-powered virtual agents in call centers

Google has announced that it is deploying a new AI system to replace some of the work in call centers. The company is working on to launch the software called, 'Contact Center AI'. The software will install virtual agents that will answer any queries primarily when a customer will try to connect with a call center. 

Fei-Fei Li, Chief Scientist at Google, during the Cloud Next conference shared in the media that “Our true goal is to empower a contact center’s human agents, as well as the customers that rely on them.” He further said, “When the customer asks something that the AI cannot do, it will automatically forward the call to a human.” 

Contact Center AI will act as the first human-sounding voice a customer encounters when making a call. The AI agent will then attempt to solve the customer's problem, however, if the user wants to speak to a human agent, it can be transferred.

It is reported that the contact center call could possibly link in with a consumer-facing chatbot on a company's website, meaning the AI system would already be up to speed on the customer's problem before they start the call.

Contact Center AI bears similarity to Google's Duplex service, launched earlier this year. The machine was planned to get deployed in settings like restaurants.

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Topics: HR Technology

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