Google Cloud expands contact center automation offerings with third-party integrations

In 2019, Contact Center AI, a Google Cloud service that promises to automate conversations between businesses and customers and deliver “intelligent” tools for customer service agents, reached general availability. A year later, Google introduced new features, including custom-generated voices and an agent assist module that transcribes calls in real time. Now, with an eye toward unifying its various contact center AI service offerings across Google Cloud, Google is launching what it describes as an “extension” of Contact Center AI that adds new integration support for customer relationship management platforms.

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