Last year we told you on our sister site, Future of Work News that Google’s Dialogflow Contact Center AI could transform customer service. The solution is a great AI-powered platform for building natural and rich conversational experiences for apps and bots. It’s virtual agents reduce the load on live agents by handling simple, repetitive tasks
Today we learned Google and AudioCodes are collaborating to bring telephony voice services to Google Dialogflow virtual agents. Based on the AudioCodes Voice.AI Gateway, AudioCodes One-Click Telephony Gateway makes Dialogflow virtual agent interactions accessible via telephony. You may recall we discussed this AudioCodes technology last year in our post regarding their Meeting Insights.
The joint solution from the California and Tel Aviv-based companies features a user-friendly self-service portal and automatic integration with a few clicks to simplify and accelerate deployments. It also adopts a simple pay-as-you-go approach with no commitments or heavy upfront costs. Phone numbers are currently available in the USA and the UK, with other countries to follow in the future.
It’s underlying media processing technology ensures better voice quality and reliability, resulting in more successful transactions and higher conversion rates.
“We are pleased to have the AudioCodes solution integrated with Dialogflow,” commented Shantanu Misra, Lead Product Manager, Dialogflow. “By seamlessly adding telephony interfaces to virtual agents developed on Dialogflow, AudioCodes One-Click Telephony Gateway solution extends the reach and value of Dialogflow virtual agents, enabling companies to cut long waiting times in busy support centers and increase productivity of live agents”
“The One-Click Telephony Gateway solution is a further example of AudioCodes’ continuous drive towards voice innovation,” said Yehuda Herscovici, Vice President, Product at AudioCodes. “Building on our market-leading SBCs and our innovative Voice.AI gateway platform, the new solution promises to offer bot developers and contact center operators a new dimension in the automation of customer interactions.”
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