Companies that rely on Google LLC AI contact center to automate their call center operations can now activate Speaker ID, a machine-learning-based voice identification feature that allows callers to easily authenticate themselves by saying a few words.
Google Cloud launched Contact Center AI in November 2019. The service uses CX Dialog Flow conversational artificial intelligence engine to automate customer service interactions with callers. Dialogflow CX powers virtual agents capable of handling routine calls and SMS queries and providing responses to common customer queries. If the caller has a more complex problem, they can transfer the call to a human agent.
These human agents have access to a second functionality in Contact Center AI. It’s called Agent Assist, and it relies on natural language processing to understand caller intent and provide useful resources for the agent to process them more efficiently.
Contact Center AI is all about handling customer inquiries as efficiently as possible, and Speaker ID will help speed up the first step of every interaction. When a customer comes in for the first time, the first step is the authentication process, which usually means providing a password or personal information that is used to verify that they are who they say they are. Google says this is not only embarrassing and potentially risky, but it slows things down and wastes agents valuable time.
“While applying AI to these outdated policies can help to some extent, what is needed is a complete re-imagining of customer interaction that leverages the power of conversational AI,” Google said in a blog post.
Speaker ID is the result of this complete re-imagining – with it, callers can say a few words and verify themselves automatically without any issues.
Google said the first time callers encounter the speakerphone ID, they will be asked to register and identify themselves using existing processes, such as providing personal information. Once authenticated, they will provide a short voice sample which will be used to create a unique Speaker ID linked to their client profiles.
Google Cloud Speaker ID is “text independent,” which means customers can verify themselves using their voice by saying whatever they want, instead of repeating a standard phrase.
With the integration of Speaker ID into Contact Center AI, Dialogflow will also be able to take advantage of the audio sent for intent detection and entity extraction, Google said. Additionally, Dialogflow now has predefined components that allow Contact Center AI users to easily enroll customers with Speaker ID using their chatbots.
In addition, it is possible to configure Dialogflow to perform what is called passive verification, which means that it will be able to recognize the caller without asking them to identify themselves. The caller will start speaking and Speaker ID will automatically know who that person is.
Constellation Research Inc. analyst Holger Mueller told SiliconANGLE that the speaker identification feature is another key milestone for AI to use human voices for authentication.
“The value goes beyond that, as complete conversation flows can now be tailored and personalized without consumers needing to enter passwords or provide their personal information,” said Mueller. “It’s good to see Google bring this innovation, now the question is when will we see it in action in the first call centers? “
Google’s customers may not be the first to jump in, as its competition in contact center automation is not sitting idly by. Indeed, Amazon Web Services Inc. actually put Google in the mail when it launched Amazon Connect Voice ID earlier this week, offering similar functionality within Amazon Connect, which is an alternative service to Contact Center AI. .
Google said Speaker ID is generally available to all Contact Center AI customers starting today. There is, however, a review process to ensure customer use cases comply with AI principles and Google best practices to prevent unethical abuse.