Avaya today announced that its Avaya OneCloud CCaaS and OneCloud CPaaS portfolios are now available with Avaya AI Virtual Agent Enhanced. The new human-like automation feature will significantly improve customer experience and contact centre efficiency.
This expanded conversational AI capability leverages Google Cloud Dialogflow CX, and is part of the global leader in solutions to enhance and simplify communications and collaboration’s ongoing integration of Google Cloud’s Contact Centre AI (CCAI). The highly powerful combination of Avaya AI innovation and Google Cloud CCAI are providing a better experience for users by seamlessly blending automated and assisted experiences throughout a customer’s interaction with the contact centre.
Dan Miller, Lead Analyst at Opus Research, said: “Through partnerships with Google and others, Avaya’s OneCloud approach makes it possible for its enterprise customers to choose the flavour of Conversational AI that best fulfils use case-driven demand for machine learning, natural language processing and analytics.
“They can afford to employ Intelligent Virtual Agents informed by innovation that Google Cloud has committed significant resources to develop.”
Two leading US-based telecommunications services providers are implementing Avaya Virtual Agent Enhanced to improve the experience their customers enjoy through more natural, nuanced and context-driven interactions. While virtual bots are ubiquitous, they had previously lacked essential capabilities for effectively interacting with customers, and the adoption of enhanced virtual agent features delivered by Avaya and Google Cloud is changing the game.