Conversational AI

Conversational AI for richer, more intuitive experiences

Improve customer acquisition, reduce cost to serve, and enhance customer experience with advanced conversational AI technologies powered by the best of Google AI.

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Overview

What is conversational AI

Conversational AI is a type of artificial intelligence (AI) that can simulate human conversation.

It is made possible by natural language processing (NLP), a field of AI that allows computers to understand and process human language. NLP is used to analyze the meaning of text and speech, and to generate responses that are appropriate and relevant to the conversation.

How conversational AI works

Conversational AI works by using a combination of natural language processing (NLP) and machine learning (ML).

Conversational AI systems are trained on large amounts of data, such as text and speech. This data is used to teach the system how to understand and process human language. The system then uses this knowledge to interact with humans in a natural way. It’s constantly learning from its interactions and improving its response quality over time.

Benefits of conversational AI

- Reduce costs, and increase productivity and operational efficiency through automation

For example, conversational AI can automate tasks that are currently performed by humans and thereby reduce human errors and cut costs.

- Deliver better customer experience, achieve higher customer engagement and satisfaction

For example, conversational AI can provide a more personalized and engaging experience by remembering customer preferences and helping customers 24/7 when no human agents are around.

Examples of conversational AI

To give a few application examples of the constantly evolving conversational AI technology:

Chabots: often used in customer service applications to answer questions and provide support

Virtual assistants: often voice-activated and can be used on mobile devices and smart speakers

Text-to-speech software: used to create audiobooks, or generate spoken directions

Speech recognition software: used to transcribe lectures, create transcripts of phone calls, or generate automatic captions for videos

Google Cloud's conversational AI offerings

A few examples include:

Dialogflow CX: developer platform for building conversational agents

Contact Center AI Platform: a Contact Center as a Service (CCaaS) solution that offers security and privacy, along with unified data

Agent Assist: real-time human-agent assistance

CCAI Insights: customer interactions insights for better service

Natural Language API: natural language understanding and processing

Text-to-Speech API: convert text into speech

Speech-to-Text API: convert speech into text

How It Works

Conversational AI technologies at Google Cloud come in as pre-trained ML models, available immediately through APIs, that tackle specific conversational needs, such as natural language processing, Text-to-Speech, Speech-to-Text, and CCAI Insights APIs.

They also come in as a unified platform, solution, or service, that addresses enterprise-level complexities such as Contact Center AI Platform, Dialogflow, and Agent Assist.

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