AudioCodes, a leading vendor of advanced voice networking and media processing solutions for the digital workplace announced that it is collaborating with Google to integrate telephony voice services with virtual agents developed with the Google Dialogflow bot framework.
The use of chat bots and virtual agents is increasing as contact and support centres worldwide seek ways of improving live agent productivity.
They achieve this by offloading simple, repetitive tasks to bots while maintaining high levels of customer satisfaction using natural language interactions powered by advanced AI technology. The AudioCodes One-Click Telephony Gateway solution, built on AudioCodes’ Voice.AI Gateway, enables Dialogflow virtual agents to become accessible via telephone calls, which are still the most natural form of customer communication with contact centres.
The AudioCodes solution includes a user-friendly self-service portal and automatic integration with a few clicks, to simplify and accelerate deployments. Customers can purchase phone numbers for their service simply via the solution’s portal. Phone numbers are currently available in the USA and the UK, with other countries to follow in the future.
The solution’s underlying media processing technology ensures high voice quality and reliability, resulting in more successful transactions and higher conversion rates.
“We are pleased to have the AudioCodes solution integrated with Dialogflow,” commented Shantanu Misra, Lead Product Manager, Dialogflow. “By seamlessly adding telephony interfaces to virtual agents developed on Dialogflow, AudioCodes One-Click Telephony Gateway solution extends the reach and value of Dialogflow virtual agents, enabling companies to cut long waiting times in busy support centres and increase productivity of live agents”
“The One-Click Telephony Gateway solution is a further example of AudioCodes’ continuous drive towards voice innovation,” said Yehuda Herscovici, Vice President, Product at AudioCodes. “Building on our market-leading SBCs and our innovative Voice.AI gateway platform, the new solution promises to offer bot developers and contact centre operators a new dimension in the automation of customer interactions.”
AudioCodes Ltd. (NASDAQ, TASE: AUDC) is a leading vendor of advanced voice networking and media processing solutions for the digital workplace. AudioCodes enables enterprises and service providers to build and operate all-IP voice networks for unified communications, contact centres, and hosted business services. AudioCodes offers a broad range of innovative products, solutions and services that are used by large multi-national enterprises and leading tier-1 operators around the world.
For more information on AudioCodes, visit http://www.audiocodes.com.