Artificial intelligence was the tentpole for technology at Enterprise Connect 2023, leaving vendors with generative AI capabilities to wrestle for the spotlight with stylish demos, comprehensive claims and the usual dose of marketing hyperbole.
But even as Amazon Web Services, Microsoft, Zoom and others tried to get the AI edge, Google Cloud offered up the broadest vision of what an AI-powered call center could look like. In his keynote Wednesday morning, Behshad Behzadi, VP of engineering and conversational AI for Google Cloud, showcased call center capabilities that ran the gamut of everything from building its own apps to deploying remarkably human sounding text-to-speech and other generative AI capabilities.
