Seeing augmenting capabilities as virtual agents. Might also be a means to best think of such agents connecting to human agents. Makes since in many kinds of service systems. See ISSIP, which I am part of.
Google updates Dialogflow AI engine to help customers create better virtual agents By Mike Wheatley, SiliconAngle
Google LLC today debuted some important updates to its Dialogflow, the main technology that powers its Contact Center AI service for automating interactions with customers in call centers.
Dialogflow is a conversational artificial intelligence engine used to create virtual agents that can understand and respond to all manner of queries from callers, using both voice and text as a medium.
The main update today is a new “Dialogflow Mega Agent” in beta test mode that increases the number of “intents” available to virtual agents by up to 10 times, to 20,000 in total. ... "
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