On Sept 24th 2020, from 9:10 through 9:25pm EST, we experienced an abnormally high number of failed requests to Google Natural Language Cloud APIs causing our NLU to fail in some cases. Fallback responses, agent handover, product search and knowledge base responses are working as normal. The problem has been reported as a wide spread issue for many Google APIs.
The issue has resolved at this time, but we are monitoring the situation.