Google makes Contact Center AI generally available ZDNet

What is AI? Everything you need to know about Artificial Intelligence Google Cloud on Thursday announced the general availability of Contact Center AI. The contact center software enables businesses to deploy virtual agents for basic customer interactions, and it offers an "agent assist" feature to transcribe calls, recommend workflows and provide other kinds of AI-driven assistance. Google also announced updates to Dialogflow, the development suite for building conversational interfaces such as chat bots and interactive voice responses (IVR). With a new agent validation feature, designers can get feedback on the quality and performance of their virtual agents. Dialogflow also now supports compliance with the Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry (PCI) data security standards.