Google’s Virtual Agents Will Now Take Over Humans In Call Centers
Google has announced that it is working building AI technology to replace some of the work in call centers with several partners like Genesys and Cisco to build the Artificial Intelligence (AI) technology that will definitely replace some of the work in call centers announced at its Cloud Next conference on July 24.
Google is working with Genesys and Cisco to establish best practices for using human-like virtual agents, meaning how to protect the AI from bias, and how to tell customers that they’re not speaking with a human.
Google is also building tools for human call-center agents, like AI that analyzes the current conversation and suggests helpful tips from the company’s internal knowledge base to the human.
These virtual agents will attend all phone calls coming from the country and from the world and give answers to people’s questions exactly as the call center’s trend staff gives.
Virtual agent equipped with Google Artificial Intelligence technology is going to place call centers around the world, which will work as human beings.
All this data record will also make it easier for Google to improve its virtual agent’s abilities, too.
When the customer or the user asks something that the AI solve then, it will automatically forward the call to a human agent.
Li, the Google Cloud chief scientist, writes that new AI shares some underlying technology as Google Duplex, the AI service showed off earlier this year that emulates a human voice to call restaurants and make reservations.
According to Google, the name of this artificial intelligence software is ‘Contact Center AI ‘ which will install all the virtual agents in any call center. experience between live and virtual agents, playing as big or as small a role as the situation demands.
Google Assistant will now reportedly alert users who are interacting with Duplex AI technology that their calls are being recorded.