AudioCodes (vendor of voice networking and media processing solutions), announced that they are partnering with Google to integrate telephony voice services with virtual agents formed with the Google Dialogflow bot framework.
The chatbots and virtual agents demand is growing as contact, and support centers globally seek methods of improving live agent richness. They perform this by offloading simple, repetitive tasks to bots while keeping high levels of client comfort using common language communications powered by AI.
The AudioCodes One-Click Telephony Gateway solution, developed on AudioCodes’ Voice.AI Gateway, allows Dialogflow virtual agents to fit accessible via telephone calls, which are still the most common natural form of customer communication.
The AudioCodes solution combines a user-friendly self-service portal and automated integration by just a few clicks, to simplify and expedite deployments. Buyers can purchase phone numbers for their service directly via the solution’s portal. Phone numbers are now available in the USA and the UK, with other countries to follow in the future.
The solution’s underlying media processing technology assures high voice quality, resulting in higher successful transactions and more excellent 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 centers and increase the 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 center operators a new dimension in the automation of customer interactions.”
