Avaya and Google integrate AI for customer service

Avaya and Google are tightening the ties. Avaya will further integrate Google Cloud Contact Center AI into its communication and collaboration solutions. By combining the Artificial Intelligence (AI) expertise of both companies, the Avaya solutions will soon ensure better customer contact and more efficient staff collaboration.

The company wants to use AI to make customer contact more personal and intelligent. To this end, Avaya applies Google’s machine learning to its conversation services, among other things. This ensures intelligent customer contact through all channels. In this way, Avaya wants to further improve its offer.

Flexibility and efficiency

Together, Avaya and Google Cloud offer customers greater flexibility, efficiency and scalability for simple communication and collaboration solutions that improve customers’ business experiences. That is why Avaya AI, for example, applies its Avaya IX Contact Center. It is an omni-channel solution where companies can interact with customers via chat, email and voice, for example.

However, the partnership between the companies will also have a number of focus areas:

• Virtual Agents: Automated bots that communicate with customers almost like a human being, transfer the customer contact to an employee at the optimal time and thereby provide him with all the necessary context. Based on the conversations it has with customers, the Avaya AI can decide what the best next action is.
• Agent Assist: The system continuously provides customer contact employees with contextually relevant facts, based on the real-time analysis of the ongoing interaction. This applies to both speech and text interactions. Avaya AI algorithms can be applied to Google Contact Center AI to determine the best next action of the customer contact officer
• Conversational Topic Modeling: This tool learns autonomously and identifies key topics in customer interaction with the contact center. In doing so, it collects relevant information about the way in which customers express their concerns. In combination with Google Topic Modeling, Avaya AI enables customer contact employees to use this information at any time during an interaction.

To make this possible, Avaya will integrate the Google Cloud APIs into its infrastructure. This also makes it easier for customers of the Avaya IX Contact Center to add AI services from the Google cloud to their own channels.