Genesys is offering the first ‘fully integrated’ use of Google Contact Center AI
The new integration brings the technology giant’s voice agents and real-time agent support to a major contact center provider.
Last week, Google announced a variety of new AI offerings, most notably the alpha release of its new Contact Center AI.
Based on its Dialogflow development suite for conversational agents, launched last fall, Contact Center AI offers a voice bot Virtual Agent who answers a call, a handoff to a human agent if the conversation gets too complex, an Agent Assist system to help inform the human agent of that earlier conversation and prior history, and other support.
Now, contact center provider Genesys is moving the first full integration of the new Google solution into an early adoption phase with selected clients. General availability of this partnership is planned for early 2019.
Via this integration, Genesys is employing the Google voice bots, which talk and understand basic English. VP of AI Product Management Paul Lasserre told me that these bots aren’t Duplex, the human-sounding bot from the Google Assistant project that recently demonstrated it could imitate a human in making an appointment at a hair salon.
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