DISCLAIMER: This question mentions Google Contact Center AI, which is currently in alpha. DO NOT PROVIDE any references to CCAI api. The solution soley relies on Twilio Flex code & config.
Looking to use Flex as a call-center solution with Google Contact Center AI as a backing integration for "AI" capabilities. In order to do that, I need to understand the integration between the two products better... more specifically, the same integration in this demo: https://youtu.be/n5vMhntiReg?t=2332
Al Cook describes it as a simple integration and a matter of "looping the call to Google", but it does not seem so trivial.
A user and an operator utilize Flex for the phone call. Flex then seems to stream the call to CCAI as a separate process to which the transcription/NLP processing and knowledge base information is returned to Flex.
How exactly do we setup this type of integration in Flex?
