Google CCAI Agents Assist
Support for Google Cloud CCAI Agent Assist Integration with Five9 VoiceStream. Customers of cloud contact center provider Five9 may view their domain’s audio stream and call events in real time by subscribing to VoiceStream. This article will demonstrate how to use a Five9 gRPC streaming enabled solution to combine VoiceStream Service with Google CCAI Agents.
Using Dialoflow, Five9 cloud contact center may be coupled with Google Cloud’s Agent Assist to manage inquiries from customers and/or human agents in real time. This is a fantastic choice if you’re searching for a platform that can interpret natural language and power Five9 VoiceStream. With this connection, you’ll be able to listen in on your real-time audio interactions with ease and provide your human agents with AI-powered real-time advice.
You may also adjust and fine-tune your virtual agents to the unique needs of each consumer thanks to the connection. By improving the response speeds and tailored experiences of your human agents, you may increase customer happiness and introduce deep customization into your discussions in real time.
CCAI Agent Assist
Introducing an open-source method that combines Five9 VoiceStream with Dialogflow.
The goal at Google is to provide software that is accessible to all users. In light of this dedication, the ensuing solution is readily available and serves as a fundamental building block for integrating Five9’s audio channels for conversations with virtual agents and Google Agent Assist.
What Is The Five9 VoiceStream?
Businesses may record and examine live audio conversations at their contact centers using Five9 VoiceStream, a Real-Time Streaming service. It functions by providing real-time, high-quality audio data to a variety of applications, including analytics, artificial intelligence, and compliance monitoring systems. By offering insights during live contacts, such as detecting sentiment, recognizing client wants, or automating chores, this enables businesses to enhance customer experiences.
VoiceStream is compatible with the larger cloud-based contact center system called Five9 platform. By using real-time data from voice exchanges, it helps firms maintain regulatory compliance, increase agent performance, and improve customer experience.
Five9 VoiceStream: How it Works
It is possible to create middleware that uses Dialogflow to parse audio conversation input and provide real-time recommendations to a human agent speaking with a customer. This solution will manage two levels of communication. Using a VoiceStream subscription, the first one included Five9, and the second one utilized Dialogflow. An upcoming high-level architecture is shown in the figure below.
gRCP Voice Server
The middleware and gRCP Voice Server, as shown in the above diagram, may be developed, tested, and deployed on a fully managed platform like Cloud Run after completing the Five9 self service subscription procedure.
The following are the actors and roles in the solution:
- A Five9 subscription is required to build the Five9 VoiceStream role, a gRPC client that connects to the gRPC Voice Server and streams audio from live conversations.
- Receiving and processing audio streaming in two channels one for the customer and one for the human agent in accordance with the guidelines on the Five9 voice stream proto file is the responsibility of the gRCP Voice Server.
What middleware does is:
- Overseeing the Dialogflow dialogue lifecycle.
- Real-time suggestion answers to human agents, comprehending events from a participant (consumer or human agent), and processing conversation audio streams.
- Example code for gRCP Server and Middleware.
Google Agent Assist with Five9 VoiceStream
It explained how to combine Google Agent Assist with Five9 VoiceStream in this blog article. Consider these alternative ideas:
Real-Time Call transcription: Record conversations in real time so that agents may refer to them during the conversation or use the transcripts for analysis afterwards.
Real-Time Sentiment Analysis: Sentiment Score is a feature that analyzes talks between a human agent and a customer in real-time to ascertain the emotional intent.
Agent Assist Summarization: This AI-driven Agent Assist function compiles client discussions into an automated summary. The productivity of supervisors and analysts is increased, and contact center agents are able to create better summaries with less work and less time spent reviewing previous talks for returning consumers.
CCAI Insights: Contact center interaction data is provided by CCAI Insights to assist choices and offer business-related answers in order to maximize efficiency.
