Continuing on my quest to see all clunky, hierarchical IVRs die, I have been experimenting with Dialogflow's new Phone Gateway and Knowledge Connectors that were recently introduced. The Knowledge Connector extracts data out of a Frequently Asked Questions (FAQ) document and makes it available for the bot to use in
The 147-page study examines the use of Artificial Intelligence technologies in Real Time Communications with specific coverage of:
- speech analytics,
- computer vision, and
- RTC optimization.
See our report page for the full
With the emergence of improved voicebot technology like Google's Duplex, will customer<->agent voice interactions decline further in favor of this new kind of voice channel?
I look into both the technology and agent hiring data. The technology direction and employment patterns point in 2 very differnet