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  • What to Expect for AI and The Future of VoIP
  • What to Expect for AI and The Future of VoIP

    June 5th, 2018

    We all know that artificial intelligence (AI) is one way for machines to take over tasks that don’t require human intervention, but what about AI that is intuitive as well as analytical? It seems like something straight out of a science fiction fantasy novel, but AI technologies are revolutionizing the way businesses use VoIP. VoIP for business has excellent applications for call centers, but AI is taking VoIP to the next level with improvements in intuitive problem solving, customer service, and time management. Here's what you can expect when it comes to the future of VoIP technologies with AI.

    Improved Quality of Service (QoS) issues

    Like an army of bots equipped with tiny wrenches and screwdrivers, AI can anticipate, locate, and repair any network issues of latency or service that might occur before human intervention is needed.

    This makes your VoIP services seamless, with no or little downtime or customer issues.

    Always-optimizing virtual assistants

    Siri, Alexa, and Cortana are just the first wave of AI virtual assistants who learn from their interactions with customers.

    With each new iteration, these futuristic helpers get better at interpreting requests and understanding what a user is actually looking for. This improves their responses and makes them more helpful.

    Better responses by automated assistants mean that more complex issues can be directed to live agents (instead of wasting their time on frequently asked questions).

    Pitch in as personal assistants

    AI can help employees automatically schedule calls, meetings, and other important touchstones of the workday by looking at their patterns and recognizing workflows.

    Using this data, AI can set daily itineraries and automatically send out whatever notes or materials are needed for upcoming calls and meetings.

    Speech pattern analysis: Don’t take that tone with me!

    Imagine a scenario where your VoIP service uses AI to understand the tone and speech patterns of customers. Maybe a call comes in and a customer is barely able to contain their frustration. Developments in AI can help detect this tone and direct the customer to the proper channel faster, perhaps helping to diffuse the situation.

    This also includes much improved interactive voice response (IVR) systems that can better understand customer requests and get them the information they need quickly. No more screaming “Representative!” into an unresponsive device.

    Data-driven marketing

    Not only will AI for VoIP be able to detect frustration in tone and speech patterns, but it may also be able to do this same analysis to focus your marketing efforts when combined with gathered data and analytics from emails and phone calls.

    Better communication, in any language

    AI helps to instantly translate languages in real-time. This means that a conference call using VoIP to connect your offices in four different countries will be available in translation when you need it: as it happens. (And how cool is that?)

    Chatbots that actually know what they are talking about

    A report from the Gartner 360 Customer Summit in 2011 predicted that by 2020, 85% of customer relations will be handled without any actual human interaction.

    While this may be scary for some, for companies that rely on quality customer service, this means that chatbots need to be more intuitive and nimble when it comes to answering questions, directing inquiries, and helping customers. AI for VoIP makes this possible.

    AI is the future of VoIP, not science fiction fantasy. Voxtelesys can help you integrate this evolving technology into your business to become more intuitive, nimble, and responsive. Get in touch today.

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    What to Expect for AI and The Future of VoIP