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Unified Communications & Collaboration

Google Embraces the Contact Center: Page 19 of 21

Exploring how the cloud platform giant is teaming with major players to bring its AI expertise into the contact center
Sheila McGee-Smith
July 31, 2018

Vonage Live Demo

Vonage demonstrated a PoC during the "How AI is Transforming Customer Care" session. A customer called, spoke to a bot, and then escalated to an appropriate agent. The agent had the context of the call and, as the customer spoke and changed the direction of the conversation, received suggestions and script elements (shown on the right of the screen in the slide above). The application also showed a confidence score of 9 out of 10 that the information displayed would answer the customer's question.

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