Twilio partners with Google Cloud for Voice Based Rapid Response Virtual Agent

Twilio partners with Google Cloud for Voice Based Rapid Response Virtual Agent

In these unprecedented times, getting quick answers to common COVID-19 questions can help people navigate uncertainty. Twilio is partnering with Google Cloud to provide connectivity over PSTN or SIP with the ability to program call flows for Contact Center AI’s Rapid Response Virtual Agent program. 

Google Cloud is making Contact Center AI’s Rapid Response Virtual Agent program available to government agencies, healthcare and public health organizations, and nonprofits, as well as businesses impacted by COVID-19, including travel, financial services, and retail.

How it works

Twilio Media Streams provides the ability to access the audio in real-time from your active phone calls. Using Media Streams in your applications allows you to integrate seamlessly with first or third party services. Media Streams powers the integration between Twilio and Google Cloud’s Contact Center AI via Dialogflow. The Contact Center AI receives the stream, processes the request for intent, and responds with audio. It can then optionally escalate back to your Twilio application so that you can customize subsequent actions in the call flow, such as:

• Forward the call to an agent.
• Route the call into a conference.
• Or, if you don’t have a contact center, you can deploy a remote agent contact center in 30 minutes with Flex and route the call to an agent. We are offering a program, Flex Boost, to provide technical, operational, and financial resources to aid with the impact of COVID-19 on contact centers.

This type of integration is also available for your existing Contact Center AI solutions. This can be deployed quickly whether you’re an existing Twilio customer, new to Twilio, or looking to spin up a conversational IVR bot that can be integrated into your existing on-premise infrastructure.

How to get started

Twilio.org has implemented programs such as grants, tutorials, and volunteering to help with the COVID-19 crisis response.  To learn more about using Twilio and Google Contact Center AI’s Rapid Response Virtual Agent program, please contact us.