Contact centers are critical to many businesses, and the right technologies play an important role in helping them provide outstanding customer care. Last July, we announced Contact Center AI to help businesses apply artificial intelligence to greatly improve the contact center experience. Today, we’re announcing a number of updates to the technologies that underpin the Contact Center AI solution—specifically Dialogflow and Cloud Speech-to-Text—that improve speech recognition accuracy by over 40% in some cases to better support customers and the agents that help them. These updates include: -Auto Speech Adaptation in Dialogflow (beta) -Speech recognition baseline model improvements for IVRs and phone-based virtual agents in ----Cloud Speech-to-Text -Richer manual Speech Adaptation in Dialogflow and Cloud Speech-to-Text (beta) -Endless streaming in Cloud Speech-to-Text (beta) -MP3 file format support in Cloud Speech-to-Text
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