Yesterday, tech giant Google announced its latest solution, the Cloud AutoML, that will enable developers, even those that lack machine learning expertise, to build image recognition models. It is said to be a part of the company's initiative to democratize AI learning and provide a simple approach that anyone can easily understand.
Google is boosting its AI-as-a-service offerings this week, most notably with the alpha release of a new Contact Center AI solution. Contact Center AI is built around its Dialogflow development suite for conversational agents, which was launched last fall and already in wide use. Dialogflow Enterprise Edition now has the ability to build AI-powered virtual agents for contact centers, a Phone Gateway for taking calls without infrastructure, Knowledge Connectors for understanding unstructured data like FAQs and Sentiment Analysis. In Contact Center AI, a Virtual Agent first answers the call and handles it if possible. If not, it passes the call to a human representative, who is helped by an Agent Assist system that continues to monitor the call and provide supporting info as needed.