Avaya Deepens Integration With Google Cloud, Adds AI

Avaya Holdings today announced further integration with Google Cloud Contact Center AI to provide better experiences. This includes embedding Google’s machine learning within Avaya conversation services powering the contact center, enabling easy integration of AI capabilities regardless of channel, promoting a consistent and intelligent experience for customers and delivering true omni-channel experiences with AI.

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

  • Virtual Agents – Human-like automated Bots which seamlessly interact with customers, offloading the live agents’ utilization until the optimal time and then transferring all context gathered to the agent. Now customers can decide when and how to engage bots throughout the interaction. And the Avaya platform captures the intent, actions and ultimate disposition of each interaction in real-time. 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 Center AI to determine the next best action by the agent, delivering the right information and reducing customer friction – while increasing agent satisfaction and contact center efficiency.
  • Conversational Topic Modeling – An unsupervised learning tool designed to uncover key topic areas that customers have been contacting the contact center 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 center infrastructure. Additionally, Avaya’s browser-based desktop is designed to smoothly connect with applications and Google Contact Center AI is easily incorporated in the agent user experience.

Avaya and Google’s unique collaboration offers a differentiated contact center solution with a simpler, but more efficient and architecturally superior approach via native gRPC integration for voice. This will enable Avaya IX Contact Center customers to easily integrate AI providers like Google Cloud and infuse AI capabilities regardless of channel, for consistent omnichannel experiences. Avaya IX Contact Center solutions are capable of maintaining an awareness of all events, including the sentiment, suggestions and resolution, creating a data lake source for future machine learning processing that generates increasingly powerful results.

Avaya is here.