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AI-powered VoIP: What businesses can expect - Integrated Telemanagement Services - ContactCenterWorld.com Blog

AI-powered VoIP: What businesses can expect

Automated processes powered by artificial intelligence (AI) makes operations more efficient and effective. For many companies, AI-powered Voice over Internet Protocol (VoIP) is taking telecommunications automation to a whole new level. Here are the things it can offer your business.

Interactive voice response (IVR) systems with conversational AI

An IVR system is designed to automatically respond to customer queries with AI agents. These agents allow businesses to take on more customer calls without having to hire more human agents. Among AI assistants’ most powerful features are the following:

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  • Text and speech recognition – the ability to understand and respond to written and spoken messages
  • Intent recognition – the ability to discern what the person communicating with the AI tool wants to happen based on what that person is saying
  • Contextual guidance – the ability to “keep in mind” what was stated earlier so that the AI tool can understand references to those past statements
  • Multilingualism – the ability to communicate in many different languages

While in a call, AI assistants can concurrently gather and assess all relevant customer data such as personal information and recent transactions to resolve a query. In this manner, this makes them more efficient than human agents who have to put a caller on hold in order to access that caller’s records.

Thanks to machine learning and natural language processing, these AI-powered IVR systems will only get better at communicating with customers over time. However, for more nuanced queries, AI agents still transfer calls to human business representatives, who are better equipped to serve customers.

Chatbot functions

Chatbots are useful programs that receive instructions via textual or auditory means to perform automated tasks.

Like IVR systems, bots are used by businesses to automate customer interactions. AI-powered chatbots go beyond regular bot duties by performing more complex tasks like setting up meetings, inviting attendees, managing schedules, and much more.

AI-powered call recording analysis

AI tools can parse through call recordings to identify issues such as poor customer service. These tools can also identify trends (e.g., increasing customer satisfaction) and the challenges your agents encounter when they provide customer support or try to keep customers from closing their accounts.

AI-enabled web conferencing

Web conferencing has improved over the years with internet speeds and telecom technology constantly developing. AI advances it even further with real-time language translation and speech recognition technology, which greatly benefits businesses with offices in multiple geographic locations and whose stakeholders come from diverse backgrounds.

AI-enabled web conferencing can even provide intelligent prompts and relevant data to guide your conversations and ensure a fruitful meeting.

With AI-powered systems vastly improving contact center operations, businesses are understandably eager to adopt them. There’s so much more that VoIP systems can do for your business, and we’ve got the expertise to handle all your VoIP-related concerns. Just call us today.

Source: https://www.itstelecom.com/2021/07/02/ai-powered-voip-what-businesses-can-expect-2/

Publish Date: July 2, 2021 5:00 AM


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