Voice Activated Speakers • Solutions for Call Centers • Solutions for Chatbots What we will cover Demos • Agent Assist Video • Demo: Collect Insights • Demo: Knowledge Base Connectors • Demo: Phone Gateways Technology • Dialogflow • Actions on Google • Contact Center AI
Long waiting / hold times • Unlimited call transfers • IVR is difficult to navigate (Press 1 for… ..Press 9 for…) • Availability (Sorry, we’re closed after 5pm.) • Inadequate information • Being told to head to the website
give on screen solutions to the human agent. • Always answers the right question. • Shorten hold times • Shorten the call time Bots that understand your question. • No longer you need to listen to audio recordings & press keys. • You don’t need to be transferred from one agent to the other Bots that can answer / resolve common questions. • Shorten hold times • Shorten the call time • Availability • No longer you’ve been told to look on the website
of the box on Android 6+. For iOS available as app. Action — A third party app, running on top of the Google Assistant. Google Home — Voice-activated speaker powered by Voice. Smart Display — Voice-activated speaker with screen powered by Voice and Touch.
my flight? • Plan the day Ok Google, how is my commute to the office? • Get answers: Ok Google, who is the King of the Netherlands? • Make memories Ok Google, remember I left my keys on the Kitchen table. • Control your home Ok Google, turn off the bedroom lights. • Enjoy Entertainment Ok Google, play the Pixies on Spotify. Things you can ask Google...
solutions Cloud Job Discovery Contact Center Document Understanding Cloud AI building blocks Cloud AI platform Cloud ML Engine Cloud Video Intelligence ML professionals & service partners ASL Professional Services Organization Cloud AutoML Vision Vision Cloud Vision Language Conversation Cloud Natural Language Cloud AutoML NL Cloud Translation Cloud Speech-to-Text Dialogflow Enterprise Cloud Text-to-Speech Cloud AutoML Translation New New New Cloud GPU Cloud TPU Cloud Dataflow Cloud Dataproc Machine & Deep Learning ML accelerators ML libraries Tensorflow Kubeflow Kaggle/datasets Datasets
phones (Android, iOS app) • Actions on Google includes: ◦ UI toolkit, ◦ Audio toolkit ◦ Account Linking API ◦ SDKs ◦ tutorial guides • UI components such as: ◦ Buttons, Images ◦ Cards, Carousels, ◦ Lists ◦ Tables Program for developers of Actions (“apps”) that run via Google Assistant Actions on Google
Google) • Powered by Machine Learning: ◦ Natural Language Understanding (NLU) ◦ Intent Matching ◦ Conversation Training • Cross platform • Build faster with the Web UI • Scalable: separate your conversation text from code • Speech / Voice Integration • Multi-lingual bot support (20+ languages) • Part of Google Cloud (60+ cloud services) Dialogflow Development suite for building Conversational UIs.
a live agent, Agent Assist presents machine-learning-driven insights, helping the agent provide personalized and relevant upsells. Virtual Agent Build powerful Virtual Agents that automate customer conversation with Dialogflow. Agent/Topic Modeller Tools for automatic bot building to personalize the data of the agent. 3 core components
into a conversational IVR (Interactive Voice Response) system. Based on the same Google infrastructure used by Google Voice, Project Fi, Google Hangouts. Telephony service, speech recognition, NLU, and speech synthesis are handled out-of-the-box.