Contact Center AI - bobbae/gcp GitHub Wiki

Contact Center AI (CCAI) is an extension of Dialogflow services that helps create contact center solutions.

https://cloud.google.com/solutions/contact-center

Virtual Agent, powered by Dialogflow CX

Dialogflow CX allows enterprise customers to create advanced Virtual Agents in minutes that seamlessly switch between topics, handle supplemental questions, and operate across multiple channels 24/7 to minimize live agent interventions.

Intuitive drag & drop visual flow builder makes it easy to build and maintain sophisticated conversations. Join over 1.5 million developers using Dialogflow.

https://cloud.google.com/dialogflow

Dialogflow cost optimization

https://medium.datadriveninvestor.com/dialogflow-cost-optimization-for-cx-db5a68fbf496

Dialogflow CX composite entities

https://medium.com/google-cloud/using-dialogflow-cx-composite-entities-to-work-around-system-entities-limitations-c6385df12f2b

Agent Assist

Empowers human agents with continuous support during their calls and chats by identifying intent and providing real-time, step-by-step assistance.

https://cloud.google.com/agent-assist

Insights

Uses natural language processing to identify call drivers and sentiment that helps contact center managers learn about customer interactions to improve call outcomes.

https://cloud.google.com/contact-center/insights/docs

https://cloud.google.com/solutions/ccai-insights

Apigee and Contact Center AI

https://cloud.google.com/blog/products/api-management/apigee-best-practices-for-contact-center-ai

neuralspace

https://medium.com/neuralspace/comparing-language-understanding-on-dialogflow-and-neuralspace-a86293252bdf