Contact Center AI (CCAI)

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Contact Centre AI (CCAI) is a software from Google to support and automate customer care through artificial intelligence. [1] Artificial intelligence processes are integrated into existing contact centre solutions such as Cisco and Genesys integrated.

The software is currently available to selected customers as an alpha version.


Virtual Agent

  • Automation of customer enquiries via chat and telephone using Google Dialogflow

Agent Assist

  • Support employees during a call / chat by providing relevant documents in real time
  • Integration of the company's knowledge base

Topic Modeling

  • Analysis of customer data, chat logs and call records to automatically identify the topic of a chat/call.


The following Genesys and eBay example illustrates how Contact Center AI works.

reference architecture

Reference architecture for Contact Center AI


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