Google has launched several updates for its Contact Center AI product, with its most notable feature “Auto Speech Adaptation” significantly improving speech recognition for voice bots and transcription accuracy.
Auto Speech Adaptation is used in Dialogflow, Google’s tool for building conversational experiences. This new feature automatically adds appropriate context to a conversation, drawing data from training phrases and other agent-specific information.
Google claims that this feature will improve speech recognition accuracy by about 40%.
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Google’s AI products are fast becoming popular. At the Google Cloud Next conference in April 2019, it was announced that there were more than 850,000 developers using Dialogflow – up from 150,000 two years prior.
However, contact centers should be patient before rushing to get the latest AI product. The marketplace is only just filling up with a variety of legitimate options. Taking time to evaluate their organization’s particular needs will ensure that clients can find a suitable product. It may be that this product is not the “best” on the marketplace, but it will be the best fit for the organization.
To revitalize and strengthen business transformation, Avaya has outlined a five-step plan for restructuring its product lines, go-to-market strategy, and balance sheet. This tech note evaluates these five steps, highlighting the main contingencies for each step’s successful rollout.
Zoho, a multinational software and web-based business tool provider, has announced the launch of Trident – a hub that brings Zoho’s pre-existing and new unified communications capabilities into a single pane of glass. How will Trident’s addition to Workplace impact customer migrations from Microsoft and Google.
On May 24-25, Informatica held its annual conference in Las Vegas – the first time “in-person” since the beginning of the COVID-19 pandemic.
Custom application development is a strategic differentiator in the digital economy. Organizations need to make good decisions on how to insource or outsource that development or they risk bad software … and worse results.
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
On October 6, 2021, Front briefed Info-Tech on their latest product functionality and roadmap, alongside their growth in the EMEA region. Front – a unified customer experience platform provider – offers a centralized communications hub that enables the fluid interchange of information for both internal and external communications.
On October 8, 2021, BlueJeans by Verizon announced their “Next-Generation BlueJeans” suite and partnership with Google Glass. The Next-Generation suite ties BlueJeans Meetings to two new products: BlueJeans Spaces and BlueJeans Collab Board.
Vijay Sundaram, Chief Strategy Officer at Zoho, describes a major release of new apps and services focused on enabling hybrid work.