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.
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 and Google's foundation models that power new
generative AI capabilities.
Google Cloud offers conversational AI as part of Vertex
AI platform offerings like Vertex AI Conversation and
Vertex AI solutions like Contact Center AI.
How conversational AI
works
Conversational AI works by using a combination of
natural language processing
(NLP), foundation models, 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
A few application examples of conversational AI
technology:
Generative AI agents: these virtual agents use generative
AI to power text or voice conversations
Chatbots: 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
spoken directions
Speech recognition software: used to transcribe lectures,
phone calls, captions, and more
Google Cloud's
conversational AI offerings
A few examples include:
Vertex AI Conversation:
basic developer platform with simple user interface to
help enterprises quickly create and deploy generative AI
powered chat and voice bots
Dialogflow CX:
advanced platform for building conversational AI agents
Improving customer experiences with conversational
AI
Common Uses
Build your conversational AI agents
Build your
first generative AI agent
See how Vertex AI Conversation (formerly
known as Gen App Builder) can help reinvent
customer and employee experiences by ingesting
large, complex datasets that are specific to
your company—from websites, documents, and
transactional systems like billing and
inventory, to emails, chat conversations, and
more. These generative AI chatbots or virtual
agents can synthesize information across all
of these sources to provide specific,
actionable responses, using only the data you
have provided.
Dialogflow
provides virtual agent services for chatbots
and contact centers. Dialogflow is a natural
language understanding platform that makes it
easy to design and integrate a conversational
user interface into your mobile app, web
application, device, bot, interactive voice
response system, and so on. Using Dialogflow,
you can provide new and engaging ways for
users to interact with your product.
Build an
AI-powered contact center with CCAI Platform
Powered by AI technologies such as natural
language processing, machine learning, and
text and speech recognition,
Contact Center AI Platform
offers a Contact Center as a Service (CCaaS)
solution that helps build a contact center
from the ground up. It also has individual
tools that target specific aspects of a
contact center, for example
Dialogflow
for building a chatbot,
Agent Assist
for real-time assistance to human agents, and
CCAI Insights
for identifying call drivers and sentiment.
Documentation: Vertex AI Conversation
Courses: Fundamentals for Contact Center Engineers, Architects and Designers
