Genesys is offering the first ‘fully integrated’ utilization of Google Contact Center AI

Google's visualization of its Contact Center AI

Google’ s visualization from the Contact Center AI

Last week, Google announced a number of new AI offerings, most notably the particular alpha release of its new Get in touch with Center AI.

Depending on its Dialogflow development suite pertaining to conversational agents, launched last drop, Contact Center AI offers a tone of voice bot Virtual Agent who solutions a call, a handoff to some human agent if the conversation will get too complex, an Agent Assist program to help inform the human agent of this earlier conversation and prior background, and other support.

Right now, contact center provider Genesys will be moving the very first full integration from the new Google solution into an earlier adoption phase with selected customers. General availability of this partnership can be planned for early 2019.

Via this integration, Genesys is employing the Google tone of voice bots, which talk and realize basic English. VP of AI Product Management Paul Lasserre informed me that these bots aren’ t Appartment building, the human-sounding bot from the Search engines Assistant project that recently proven it could imitate a human for making an appointment at a hair salon.

[Read the full article on MarTech Today.]


About The Writer

Barry Levine covers advertising technology for Third Door Press. Previously, he covered this area as a Senior Writer for VentureBeat, and he has written about these along with other tech subjects for such journals as CMSWire and NewsFactor. He or she founded and led the web site/unit at PBS station Thirteen/WNET; proved helpful as an online Senior Producer/writer with regard to Viacom; created a successful interactive online game, PLAY IT BY EAR: The very first CD Game; founded and brought an independent film showcase, CENTER DISPLAY SCREEN, based at Harvard and Meters. I. T.; and served more than five years as a consultant towards the M. I. T. Media Laboratory. You can find him at LinkedIn, and Twitter at xBarryLevine.

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