On the 27th of January, Avaya announced that its AvayaOneCloud CCaaS and OneCloud CPaaS are now available with Avaya AI Virtual Agent Enhanced, new human-like automation features that significantly improve customer experience and contact center efficiency. This expanded conversational AI capability leverages Google Cloud Dialogflow CX, and is part of Avaya’s ongoing integration of Google Cloud’s Contact Center AI (CCAI). This powerful combination will help enterprise to meet customer needs with more nuanced, more natural and context driven interactions. The Avaya AI Virtual Agent Enhanced will also optimise live agents workload by utilisation of time through the gathering of the context information.