The future is now: how AI is digitally disrupting enterprise communication

Enterprise productivity and the customer experience are the subjects of many innovations triggered by new advances in the area of artificial intelligence (AI). And you don’t have to wait to cash in on the benefits. The future is now. Here’s how the latest AI-based technologies are working with cloud communications platforms like Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) and how to apply “what’s next” today.

What you’ll learn

AI in communications: what we can and cannot do

While AI technologies perform speech and text processing very well, complex tasks still have to be supported by humans. AI is not yet ready to replace all the contact center agents, but it’s ready to automate responses to customers and unified communications (UC) users. Today, it assists both agents and UC users, improving employee productivity and accelerating the customer service process.

Conversational AI: benefits with contact center as a service

AI is changing more than interactive voice response (IVR) technology. With advanced innovation, AI systems now have the ability to intelligently respond to customer questions, generating natural language responses based on the existing library of customer service answers. But even better, AI systems can also actively assist agents, supporting their live customer conversations as they happen in real-time. Data analytics engines integrate with real-time voice recognition technologies to predict what the customer wants and supplement live service by proactively providing relevant information to the agent’s desktop.

AI technology also offers the ability to:

Conversational AI: benefits with unified communications as a service

Combining unified communications technologies with AI is also a big benefit. Today, these efforts are focused on improving system usability, problem-solving, and data analysis. The combination of UC and AI helps people improve productivity by allowing machines to guide them, interpret data, and analyze information faster. Simple examples include keeping meeting participants informed with:

The biggest UC challenges have traditionally been problem-solving, and AI is effectively assisting UC users with:

Five steps to success with conversational AI

To start applying advanced AI-based technologies, you need to unite new tools, creating interoperability via one cohesive environment. These five steps are critical in creating the future today:

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