MetriNote – Avaya Adds AI Virtual Agent to CCaaS, CPaaS

MetriNote – Avaya Adds AI Virtual Agent to CCaaS, CPaaS

What’s the news?

Avaya has added conversational AI capabilities, using Google Cloud Dialogflow CX, to its OneCloud Contact Center-as-a-Service (CCaaS) and Communications Platform-as-a-Service (CPaaS) offerings. From a high level, these AI features make virtual agents more effective by addressing increasingly complex questions or issues without the need for live agent involvement. The offering is coupled with existing agent Avaya Agent Assist and Insights capabilities, which among other things help to determine agents’ next steps, and provide automated links to associated information.

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