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Avaya Expands its Partnership with Google for Contact Centers AI

Avaya Inc. has expanded the potentialities of its contact center tool by upgrading it to an enhanced version of Google Cloud Dialogflow CX. This can be used to create virtual agents with artificial intelligence capabilities that can verbally interact with customers.

Applying a CCAI (Content Center AI) cloud facility offered by Google, the conversational artificial intelligence capabilities being offered by Avaya are assistance using an instance of the service called Avaya AI virtual agent enhanced. Eric Rossman, vice president of technology partners and alliance for Avaya, said, “In collaboration with Google, the company has optimized that offering for its enterprise customers to provide, for example, barge-in and live agent handoff capabilities." Google has also announced the general availably of its Dialogflow service within the Google Content Center AI (CCAI) platform.

Eric Rossman, also mentioned, “While Avaya has a long-standing alliance with Google, the CCAI service is only one of several AI platforms that Avaya has integrated into its contact center platforms. In some cases, those services are complementary to each other. In other cases, the end customer has decided it prefers one AI service over another. Organizations are trying to move beyond the simple bots that are now widely employed across web sites.”

Further, he added, “Regardless of the AI platform selected, Avaya is dedicating engineering resources to both optimizing those platforms and building its own AI models to automate a wide range of processes. Avaya machine learning algorithms, for example, can be applied to Google Cloud CCAI to determine the next best action for an agent. Google Cloud Insights, combined with Avaya AI, uses natural language to identify call patterns as well as generate sentiment analysis.”

Avaya Artificial Intelligent Virtual Agent Enhanced is being-rooted within the Avaya OneCloud CCaaS and OneCloud CPaaS services. The latter is a PaaS (platform-as-service) environment for developing applications on top of the CCaaS (core contact center-as-a-service). These services can be shared on a private cloud, a public cloud, or across a hybrid cloud as IT organizations best see fit. Avaya Inc. claims more than 16 million agents presently use their contact center platforms.

Eric Rossman further went on saying, “Interest in virtual agents enabled by AI that could be employed to augment customer service spiked in the wake of the COVID-19 pandemic. With more people working from home to combat the COVID-19 pandemic, the number of service and support calls made to organizations increased dramatically. At the same time, most customer service representatives were working from home. Virtual agents enabled by AI provide a means to offload many of those calls. The supply of agents was limited.” He added, “Of course, the use cases where a virtual agent has speech capabilities need to be considered, said Rossman. One of the things that distinguish Avaya is that it makes available a professional services team to work with the end customers on where and how to employ virtual agents."

As Artificial Intelligence continues to grow, organizations will need to make a classic build versus buy decision. Google, along with IBM, Microsoft, and Amazon Web Services (AWS), are all making available Artificial Intelligence services that can be applied through an Application Programming Interface (API). On the other hand, some organizations will agree to capitalize on building their Artificial Intelligence models to program a specific task. However, Avaya is trying to drive a balance between both approaches, considering the use case.

Not every end-user will want to participate with a virtual agent any more than they did an Interactive Voice Response (IVR) system. However, for every end-user that chooses to speak to a human, there is another customer who would just want their issue fixed without having to wait for a customer service representative. In some cases, virtual agents may lead to an engagement with a human representative that has been well-versed in the issue handled by the virtual agent. The younger the customer, they are more prepared than they tend to be to depend on a virtual agent, but, as always, there are never any absolutes when it comes to customer service.

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