As Microsoft uses AI to chase down Amazon in retail, Google is drawing on its freakishly human-sounding Duplex technologyto beat Microsoft in the call center.  

Google is hatching a plan to win over contact centers using its AI, announcing a slew of new features for its Dialogflow Enterprise Edition, which borrows from its own deep learning and AI research, as well as groundbreaking AI from Alphabet-owned DeepMind. The service, which launched in beta in April, aims to help customers build natural-sounding chatbots for the contact center, as well as phone-based conversational agents.