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Avaya Integrates Google Cloud Dialogflow CX for More Powerful Virtual Agents and Improved Customer Experience
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A unified solution
28th January 2021
Avaya’s OneCloud CCaaS and OneCloud CPaaS portfolios are now available with its AI Virtual Agent Enhanced, with new human-like automation features.
This conversational AI capability uses Google Cloud Dialogflow CX, and is part of Avaya’s integration of Google Cloud’s Contact Center AI (CCAI). The combination of Avaya AI and Google Cloud CCAI blend automated and assisted experiences throughout a customer’s interaction with the contact centre.
Two leading U.S.-based telecommunications services providers are implementing Avaya Virtual Agent Enhanced to improve the experience their customers enjoy through more natural, nuanced and context-driven interactions. While virtual bots are ubiquitous, they had previously lacked essential capabilities for effectively interacting with customers, and the adoption of enhanced virtual agent features delivered by Avaya and Google Cloud is changing the game.