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
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