Google updates its speech tech for contact centers

Last July, Google announced its Contact Center AI product for helping businesses get more value out of their contact centers. Contact Center AI uses a mix of Google’s machine learning-powered tools to help build virtual agents and help human agents as they do their job. Today, the company is launching several updates to this product that will, among other things, bring improved speech recognition features to the product.

As Google notes, its automated speech recognition service gets to very high accuracy rates, even on the kind of noisy phone lines that many customers use to complain about their latest unplanned online purchase. To improve these numbers, Google is now launching a feature called ‘Auto Speech Adaptation in Dialogflow,” (with Dialogflow being Google tool for building conversational experiences). With this, the speech recognition tools are able to take the context of the conversation into account and hence improve their accuracy by about 40 percent, according to Google.

Speech Recognition Accuracy

In addition, Google is also launching a new model phone model for understanding short utterances, which is now about 15 percent more accurate for U.S. English, as well as a number of other updates that improve transcription accuracy, make the training process easier and allow for endless audio streaming to the Cloud Speech-to-Text API, which previously had a 5-minute limit.

If you want to, you can also now natively download MP3s of the audio (and then burn them to CDs, I guess).

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By Frederic Lardinois

Google Cloud releases Dialogflow Enterprise Edition for building chat apps

Building conversational interfaces is a hot new area for developers. Chatbots can be a way to reduce friction in websites and apps and to give customers quick answers to commonly asked questions in a conversational framework. Today, Google announced it was making Dialogflow Enterprise Edition generally available. It had previously been in Beta.

This technology came to them via the API.AI acquisition in 2016. Google wisely decided to change the name of the tool along the way, giving it a moniker that more closely matched what it actually does. The company reports that hundreds of thousands are developers are using the tool already to build conversational interfaces.

This isn’t just an all-Google tool though. It works across voice interface platforms including Google Assistant, Amazon Alexa and Facebook Messenger, giving developers a tool to develop their chat apps once and use them across several devices without having to change the underlying code in a significant way.

What’s more, with today’s release the company is providing increased functionality and making it easier to transition to the enterprise edition at the same time.

“Starting today, you can combine batch operations that would have required multiple API calls into a single API call, reducing lines of code and shortening development time. Dialogflow API V2 is also now the default for all new agents, integrating with Google Cloud Speech-to-Text, enabling agent management via API, supporting gRPC, and providing an easy transition to Enterprise Edition with no code migration,” Dan Aharon Google’s product manager for Cloud AI wrote in a company blog post announcing the tool.

The company showed off a few new customers using Dialogflow to build chat interfaces for their customers including KLM Royal Dutch Airlines, Domino’s and Ticketmaster.

The new tool, which is available today, supports over 30 languages and as a generally available enterprise product comes with a support package and service level agreement (SLA).