• Solution to build software-based customer service systems
    • Understands, interacts, talks and actions caller requests
    • Captures what customers say
      • Speech-to-text (STT)
    • Understands
      • Natural language understanding (NLU)
    • Talks back
      • Text-to-speech (TTS)
  • Personalise brand or region
    • Voice generation
  • Combine with other best-in-class technology
    • Integrates with top telephony providers

Three Pillars

  • Dialogflow—virtual agent and NLU for chat and voice
  • Agent Assist—real time step-by-step guidance to agents
  • Insights—real time visibility into key call drivers and sentiment

Challenges with Traditional Interactive Voice Response Systems (IVRs)

  • Long waits
  • Needs not met on first contact
  • Humans needed to answer basic queries
  • Difficulties providing the correct number of human agents to satisfy requests
    • Both too many, and too few

Graph View