Market musings

AI Brings Advanced Applications To Business Telephone Communications

by Sasha Viasasha
January 9, 2018

AI, automation and machine learning have huge applications for business communications, from self-healing networks that can anticipate network vulnerabilities to improved call quality from AI that can perform minute optimizations that used to happen manually, configuring and adjusting network settings to deliver an optimal voice experience. Likewise, AI is eliminating the need for complex phone trees, deploying a smarter and more intuitive system that routes calls according to geo availability, predictive patterns and other data.

The next generation of office phone systems will have smart routing that’s able to learn from the behavior of callers and employees to optimize the experience for both.Want to learn more about how AI can route and manage call traffic without complex menus, configurations or complex IT management?  Sign up for an interactive demo of a virtual phone system designed to be deployed across your mobile phone infrastructure.

AI supports enhanced customer experience 

On a more granular level, AI is empowering an improved customer experience. AI-powered systems can analyze conversations, derive sentiment, and search for key phrases. Improved insights into customer behavior, intentions and sentiment can help drive a better customer experience and more relevant buyers journey.

As digital and voice channels converge, new technological solutions that support mobile business communications are on the rise. Telephony solutions delivered as a software-as-service (SaaS) can provide a powerful but simple interface that deploys machine learning, AI and advanced analytics to provide a customer experience that is responsive, relevant and timely.

Smarter, more helpful virtual assistants

While clunky, automated phone trees top consumers list of frustrating interfaces, the overwhelming popularity of virtual assistants like Alexa and Siri testify to the willingness of consumers to interact with AI that is fun, useful and easy to use. In a survey from Information Solutions Group, 87% of consumers agreed that they are happy to work with an AI attendant as long as this interface is effective.

Many consumers have expressed how frustrating it can be to go through seemingly endless phone trees or speak to an attendant that can’t recognize simple words. Significant developments in Natural language processing (NLP) over the past few years are improving virtual assistants, and helping them learn from real behavior to respond more appropriately to user needs.

Virtual assistants can eliminate manual processes by responding to simple queries or commands, and executing tasks that currently require users to navigate several screens or forms. As mobility becomes the business norm, hands free assistants will make life easier for busy professionals and business people who use their smartphone as universal device for business on the go.

Better call analytics

From the beginning of the call, AI can learn to analyze a caller tone for intention and sentiment, helping the system to prioritize and flag caller that may have urgent issues or be upset. Key word recognition can help channel messages to the right team or individuals. Analyzing meta call data can help companies identify trends as they emerge, helping to shape an understanding of customer needs and pain points. Since customers usually pick up the phone after attempting to resolve their problem or get answers in other channels, it can be a vital source of actionable data, but tracking and collating this data has been problematic until now.  

Enhanced productivity and team features

Voice communication is the ideal problem resolution tool. It allows the rapid flow of information, as well as instant backchannel, feedback and adjustment, helping people communicate easily. For building relationships, ideation and collaboration, it is essential. However, one of the drawbacks of a phone call has been the inability to easily save, share and search voice communications after the call.

As voice and digital channels converge, a new suite of tools is finding its way into the smartphone ecosystem. Digital tools allow users to save, clip and share pertinent notes from a call for follow-up, as well as the ability to capture and transcribe a phone call, or important exchange, creating a searchable text that can be easily shared or saved.

A virtual phone system for people on the go

Digital telephony delivered over a SaaS model can help teams stay connected on the go, and make it super easy to add users, update directories and transfer calls. Although a virtual system can offer all the functionality of a PBX, they are easy to set up, manage and use. Priced for small business owners and operator, they can also help agile teams in any size organization stay connected and productive, across the room or across the world.

See a global virtual phone system that you can set up and start using in three minutes flat:

The rise of AI in communications is made possible and necessary by the mobile revolution and massive consumerization of everything. Business users expect the same simplicity and ingenuity in their business applications as their smartphone UI.  They need smart, adaptive, easy to use technology that helps them stay focused, organized and productive. As smartphones become even more powerful and personalized to each unique user, AI will become even more essential to our everyday life, from personal tasks to business functions.

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