Google launched a few informs to its Contact Center AI product today, but the most interesting one is probably the beta of its new Custom Voice work, which will be allowed brands create their own text-to-speech tones to best represent their own brands.
Maybe your busines has a well-known spokesperson for example, but it would be pretty arduous to have them record every decision in an automated response organization or bring them back to the studio whenever you launch a new make or procedure. With Custom Voice, businesses can bring in their articulate flair to the studio and have them record a script provided by Google. The busines will then make those tapes and learn its pronunciation mannequins based on them.
As of now, this seems to be a somewhat manual exercise on Google’s surface. Training and evaluating the model will take” several weeks ,” the company says and Google itself will conduct its own tests of the drilled prototype before casting it back to the business that commissioned the sit. After that, the business must follow Google’s own testing process to evaluate the results and sign off on it.
For now, these patronage voices are still in beta and simply American English is supported so far.
It’s also worth noting that Google’s review process is meant to ensure that the result is aligned with its internal AI Principles, which it released back in 2018.
Like with similar activities, I would expect that this tedious process of creating custom expressions for these contact center answers will become mainstream speedily. While it will only be a gimmick for some symbols( recollect those practice singers for stand-alone GPS arrangements back in the working day ?), it will allow the more forward-thinking labels to distinguish their own contact center knowledge from those of the competition. Nobody likes announcing customer support, but a more pithy ordeal that doesn’t spawn you think you’re talking to a random phone tree may precisely help alleviate some of the stress at least.
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