Google Creates Virtual Agent To Help Customer Service Due To Covid-19

Google Creates Virtual Agent To Help Customer Service Due To Covid-19

"Rapid response virtual agent" is what Google creates functional for companies with customer service for coronavirus issues

Google announced on Wednesday the creation of a "virtual rapid response agent" based on artificial intelligence to help companies, public administrations and health authorities to deal with the high volume of calls to their customer service as a result of the pandemic. of COVID-19.

As reported by the Mountain View (California, USA) company, this virtual agent is available worldwide in any of the 23 languages ​​supported by Dialogflow and specially designed for, in addition to governments and health organizations, industries that are highly affected. pandemic such as travel, financial services and retail.

Dialogflow Messenger is a service that provides a customizable chat dialog to the agent and that can be integrated into the website of each organization "with ease", they assured from the signing.

Google creates virtual agent to assist in customer service for COVID-19. Photo: EFE

The new virtual rapid response agent provides a simplified and direct access to Google’s existing Contact Center AI technology that responds to inquiries through a self-service conversational system available 24 hours a day, both via chat and by phone. .

The company that Sundar Pichai runs explained in a statement that they have also facilitated the incorporation of content about COVID-19 to the virtual agent with the possibility of integrating open source templates from organizations that have already launched similar initiatives.

Thus, for example, Verily and Google Cloud have launched the Pathfinder virtual agent template for health systems and hospitals, which allows you to create text or voice chatbots that answer questions related to COVID-19 symptoms and provide recommendations. most recent reports from public health authorities such as the US Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO).

"We’re seeing a lot of people looking for an authoritative source for information, and being able to scale services to meet this demand helps us distribute accurate information more quickly," said Kevin G. Volpp, director of the Center for Health and Economics Incentives. of Behavioral Sciences (CHIBE) from the University of Pennsylvania, which is already using Contact Center AI.

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