Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. The first time was with the announcement of Duplex, an automated natural language system that could call companies, on behalf of a customer, and handle simple tasks like making appointments. Our coverage: No, Duplex is Not Going to Replace Call Centers.
Now Google is broadening the scope of its AI ambition and partnering with key members of the industry. This was a much more substantial and realistic announcement. Given Google’s size and power in the industry, it’s worth paying close attention.