Avaya, Google team up to deliver AI-enhanced CX

Avaya Holdings has announced further integration with Google Cloud Contact Centre AI to provide better experiences for customers and a more efficient workforce, taking full advantage of the powerful artificial intelligence capabilities of both companies.

According to Avaya, embedding Google’s machine learning within its conversation services powering the contact centre, enabling easy integration of AI capabilities regardless of channel, promoting a consistent and intelligent experience for customers and delivering true omnichannel experiences with AI.

The two companies aim to provide customers with increased flexibility, efficiency and scalability in deploying powerful and simple communication and collaboration solutions that improve the customer journey.

Avaya IX Contact Centre is an AI-enhanced, omnichannel solution including voice, email, chat and mobile communications to make customer engagement a competitive advantage that drives growth and brand preference.

Avaya and Google are innovating in a number of key areas, including:

Chris McGugan, Avaya
Chris McGugan, Avaya
  • Virtual Agents – Human-like automated Bots which seamlessly interact with customers, offloading the live agents’ utilisation until the optimal time and then transferring all context gathered to the agent. Through this rich data, Avaya AI can be applied to decide the next best action in future customer engagement.
  • Agent Assist – Provides superior customer experience by continuously delivering contextually relevant knowledge base to agents based on real time conversational analysis–for both voice and text-based interactions. Avaya AI algorithms can be applied to Google Contact Centre AI to determine the next best action by the agent.
  • Conversational Topic Modeling – An unsupervised learning tool designed to uncover key topic areas that customers have been contacting the contact centre about, and abstracting relevant information relating to how topics are articulated. Google Topic Modeling combined with Avaya AI enables agents to leverage real-time visibility of topics with each conversation turn. Through this valuable insight, recommended responses and best actions can be uniquely tailored to each part of the conversation to drive desired outcomes.

Avaya is enhancing the customer experience by strengthening these areas through integration of Google Cloud APIs with key elements of Avaya’s contact centre infrastructure. Additionally, Avaya’s browser-based desktop is designed to easily connect with applications and Google Contact Centre AI is seamlessly incorporated in the agent user experience.

“We continue to expand our AI-enabled solutions as well as our cloud offerings for customers ranging from small-medium business to the largest global enterprises, and further collaboration with Google is providing additional capabilities to augment the innovation,” said Chris McGugan, senior vice president, Solutions and Technology, Avaya. “By bringing these innovations to market for Avaya customers and partners, we enable them to make every customer interaction more meaningful and insightful, and more productive for their businesses.”

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