Google is helping customer service departments enhance their operations

Google has been at the forefront of technological developments based on artificial intelligence (AI), with many of its platforms already taking over major tasks previously done by humans. For instance, Google Cloud Contact Center AI is going to be able to offer companies the possibility of designing their own unique voices to be featured at call centers, as well as other text-to-speech services. This tool is already being used by multiple businesses, including casinos that are planning on using this tool further as the operator’s official spokesperson.

With this new tool, Google’s goal is to have the company acquire a tool to record a customized voice from a celebrity, actor, or any other desired voice that will then be recorded. Once the voice is recorded, the AI model begins training on those recordings so the voice registers can be adapted to mimic the person to say things that were never spoken. This functionality can be adapted by casinos to be used as the voice for the main spokesperson sharing news about the company, and even the welcoming voice to the call center; the same voice can be used wherever necessary, and it doesn’t require additional recording sessions.

This development is part of Google’s Dialogflow Customer Experience (CX) platform that was created to build AI tools for enterprises. Dialogflow uses Google’s existing virtual agent system, which has been complemented with the new addition of a customized voice as well as the ability to handle multiple conversations and several topics all at once. The portion using a personalized voice is intended to interact with customers, which, for casinos, means that it can be integrated into the machines or used at online casinos to address any customer concern in a timely manner.

“By taking advantage of the custom Text-to-Speech model created with Custom Voice, you can define and choose the voice profile that suits your business and adjust to changes without scheduling studio time with voice actors to record new phrases,” explained Google in a blogpost.