express integration with google ccai

[bdanny]

Hi

We have contact center express at our end. We need to integrate to Google Contact Center AI.

But we do not find additional info. Did any body dis similar thing is past if yes. Please let me know

how it done?

Danny

[Anthony Holloway]

Oh wow, that sounds really cool. What are you integrating it for? What do you want it to do?

[bdanny]

our need is to get live stream of call and get sentiment and do integration with some down stream system., based on that sales team will follow-up. Few more things will do again few integration. But this primary requirement 

[Anthony Holloway]

I've never come across such a thing. I'll bookmark this thread to see how it turns out. Please post back if you end up figuring it out on your own. Good luck!

[bdanny]

We are trying it but no solution, that is reason I start looking help in this forums

[david.macias]

I don't believe much is working yet to do this live. A lot of the Google integration has mainly focused on Enterprise. @ptindall  should know a lot more since he is the mastermind behind a lot of cool integrations.

david

[Anthony Holloway]

what do you mean by "due to this live"?

[david.macias]

To do this in real time should have been a better way to say it. I've seen some solutions where the integration is offline.

david

[Anthony Holloway]

Ah, right on. Makes sense to me now, thank you! I want to see something like this in UCCX. Paul blew my mind with what he did with the live translation solution here: https://twitter.com/tindallpaul/status/1255280579156807681?s=21

[david.macias]

Yeah that was super impressive. Did you hear the recording? https://twitter.com/tindallpaul/status/1260628826612170752?s=20

[Anthony Holloway]

Yes I did!

[ptindall]

Although there's nothing out-the-box yet for CCX with Google AI, you can use the custom connector to do combined real-time media streaming plus AI with Dialogflow or you can do the two-stage approach of transcription followed by pushing text into your preferred AI engine (Dialogflow or other).

Good to hear you liked the interpreter mode.  I'm almost 100% confident I can make this work on CCX but still have something to do to address the call correlation issue with the gateway session.  Just a little bit harder to achieve on CCX.  Everything else is the same as with CCE/CVP -- desktop gadget, the connector, Google integration, gateway TCL apps -- it's just the joining it all together bit.

Paul

[Anthony Holloway]

Hey Paul, just wanted to mention directly to you, that I think your work on that project was awesome. If you ever want to collaborate on a UCCX project, please consider me, as I'm willing to help, but also eager to learn. Take care!

[bdanny]

Hey Anthony

Thanks here is what is requirement.

We have on-premise cisco contact center express at our end. We are planning to introduce AI in business

and for that we need to integrate this voice stream to google CCAI in cloud. We are taking help from google partners but same time we need expertise from Cisco. My question is how this integration can done. Digging net for it but did not find anything. So joined here thinking somebody might have some similar thing in past and could help us.

Let me know if need additional details.

Danny 

[ptindall]

Thanks Anthony.  I have just pushed out the CCX compatible version of the interpreter feature.  Let me know how it goes if you get chance to try it.