Google has announced it is working with several partners like Cisco and Genesys to build Artificial Intelligence (AI) technology that will replace some of the work in call centres.
The software is called "Contact Center AI" which will install "virtual agents" that will be the first to pick up the phone when a customer connect to a call centre.
"When the customer asks something that the AI cannot do, it will automatically forward the call to a human," said Fei-Fei Li, Chief Scientist at Google, during the Cloud Next conference here late on Tuesday.
"Our true goal is to empower a contact centre's human agents, as well as the customers that rely on them.
"To do this, we built a complete solution with our partners that includes Dialogflow Enterprise Edition, as well as additional capabilities that are particularly useful for contact centres," Li added.
In this AI technology, when a call is placed, the caller is immediately greeted by a Virtual Agent that answers questions and fulfils tasks all on its own.
When a caller's needs surpass the Virtual Agent, it transitions to a human representative.
"From there, the system shifts to a supporting role whereby Contact Centre AI's Agent Assist system supports the conversation and provides the agent with relevant information," Google said.
The result is a flexible solution that adapts to the needs of each and every call, and provides a seamless experience between live and virtual agents, playing as big or as small a role as the situation demands.
"It's compliant with our data privacy and governance policies, and it does it all without infrastructure, on a platform that scales as much or as little as you need," Li noted.
"AI is empowerment, and we want to democratise that power for everyone and every business -- from retail to agriculture, education to health care," she added.
LS polls: Union Minister Nitin Gadkari files nomination from Nagpur seat
BJP has fielded Gadkari for the third time in Nagpur. The city, which is the second capital of Maharashtra, is the headquarters of RSS. Gadkari enjoys strong support from the top leadership of RSS and various associations affiliated with it.
In Memoriam: India marks 4th anniversary of first Covid-19 lockdown
It was on a warm March evening four years ago when India experienced an unprecedented, total and long-drawn, nationwide health-related restriction on public movements, called 'lockdown', to combat the early fears of the Covid-19 outbreak.
India is the next big playground for AI: Samsung VC, CEO JH Han
Samsung Electronics Vice Chairman, CEO and Head of the Device eXperience (DX) Division Jaong-Hee (JH) Han, who visited Samsung BKC at Jio World Plaza, Mumbai for the first time since the store's opening, said on Friday that India is the next big playground for artificial intelligence (AI).
Anna Hazare: Deeply pained, but Arvind Kejriwal paying for his deeds
Interacting with a large crowd of mediapersons at his native village Ralegan-Siddhi this morning, Anna Hazare, 86, recalled his old association with Arvind Kejriwal during the India Against Corruption (IAC)’s long movement in New Delhi in 2011, and other places.
Sharad Pawar slams CM Kejriwal’s arrest, fears more may follow
Nationalist Congress Party (SP) President Sharad Pawar on Friday strongly flayed the arrest of Delhi Chief Minister Arvind Kejriwal, saying the Aam Aadmi Party would gain in the upcoming Lok Sabha elections, and expressed apprehensions that more such actions may follow.
ISRO's step towards realising Indian space shuttle 'Pushpak'
India progressed further in its attempt to realise a reusable launch vehicle (RLV)/ rocket named 'Pushpak' by successfully test landing RLV LEX-2 on Friday at the Aeronautical Test Range (ATR) in Karnataka's Chitradurga.
BJP won’t ally with Uddhav Thackeray, nor in talks with Raj Thackeray: Devendra Fadnavis
Maharashtra Deputy Chief Minister Devendra Fadnavis has said that the Bhartiya Janata Party (BJP) will not ally again with Shiv Sena's (UBT) Uddhav Thackeray, nor is it in any discussions with Maharashtra Navnirman Sena’s Raj Thackeray for the ensuing Lok Sabha elections.
AI will be smarter than any single human by next year: Musk
Elon Musk who is currently locked in a battle with ChatGPT maker OpenAI said on Wednesday that artificial intelligence (AI) will probably be smarter than any single human by next year.