Avaya announces the availability of key Google Cloud Contact Centre (CC) AI capabilities integrated with Avaya IX Contact Centre solutions, bringing together Avaya AI conversation services and Google Cloud CC AI.
The result, the company says, is a seamless blend of automated and assisted experience throughout all interactions by customers with the contact centre. Features added to Avaya IX Contact Center through integration with Google Cloud CC AI include Virtual Agents (human-like automated boss able to interact with customers until the optimal time to transfer all context to a live agent), Agent Assist (AI algorithms able to determine the next best action by the agent) and Conversational Topic Modeling (enables agents to leverage real-time topic visibility with each conversation turn).
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