In part one of this series, we discussed conversational AI and described the principal capabilities Google Contact Center AI (CCAI) provides: Virtual Agent, Agent Assist, and Conversational Topic ...

Google on Tuesday announced new and enhanced contact center tools, with improvements to the underlying speech recognition technology. The improvements, which are the most significant since Google ...

Value stream management involves people in the organization to examine workflows and other processes to ensure they are deriving the maximum value from their efforts while eliminating waste — of ...