Using generative AI to improve VoIP communications
One intriguing use case for generative AI is integrating the technology with voice services, like VoIP. AI-based VoIP is nothing new. The technology has been used to power bots in both business phones and call centers for years.
But with GenAI boasting the ability to intelligently respond to user requests, VoIP AI has the potential to let enterprises slash their internal communications expenses by enabling AI to handle tasks formerly handled by humans.
Let’s examine some key capabilities and business benefits of adding GenAI to VoIP services.
VoIP AI capabilities
1. Advanced analytics
Enterprise client communication processes encompass many steps: managing call routing data, storing messages, recording demographics and gathering other information to train staff. AI can perform data analysis to formulate predictive analytics to efficiently categorize customer behavior, engagement, requirements and patterns. During customer calls, chatbots quickly retrieve analyzed data to provide better assistance.
In addition, VoIP AI for internal communications can provide an overview of employee behavior and engagement to identify performance metrics. Enterprises can tap into that data to improve their policies, work ethics, marketing strategies and even make changes to their main products and services.
2. Conference capabilities
Communication gaps among employees can be addressed through AI capabilities that perform administrative tasks.
VoIP AI can be programmed to act as a virtual assistant and repeatedly perform intelligent high-priority tasks, including the following:
- Scheduling conferences and setting meeting reminders.
- Operating live video conferences.
- Marking attendance.
- Managing call duration.
- Displaying information and noting down important points.
- Translating in real time and displaying live subtitles.
- Providing voice-to-text and text-to-voice services.
3. Pattern recognition
This is a key benefit of GenAI, as pattern recognition identifies repeated behaviors and requirements. AI technology can collect and store customer data in various forms of interaction, including text, voice and video calls. The data is then converted from voice-to-text or video-to-text for analysis. When a customer calls, the AI will retrieve the caller’s data to identify patterns and predict reasons for the call.
Pattern recognition drives more effective internal communication and customer call routing, especially for marketing and sales. This process can also be used to identify and block fraudulent or spam callers.
4. Customer chatbots
Enterprises with interactive voice response (IVR) systems can use VoIP AI to offer more tailored experiences for customers, which can reduce average wait times and create faster ticket resolution. Using large sets of existing data, an AI-driven chatbot can process more complex customer inquiries, troubleshoot issues and offer self-service.
AI chatbots can also address different communication channels and formats, including text, audio and video.
5. Natural language processing
Companies can boost customer engagement by incorporating NLP for automatic speech recognition, translation and transcription to generate smart responses in live conferencing. Unstructured caller data is used to train the AI model for hyper-customized interactions, enabling chatbots, for example, to assist global customers in their preferred languages.
6. Automatic call routing
Using AI to determine how calls are routed helps companies enhance their customer service. Not only does the technology use machine learning for predictive analytics and skill-based classification for call routing, but it also identifies customers by their voices or behavioral patterns and transfers calls more efficiently. In case of errors, VoIP AI automatically reroutes calls to the relevant department.
Business benefits of AI in VoIP
1. Troubleshooting and security
VoIP AI troubleshoots predicted technical issues, such as low bandwidth, high latency and improper network configurations. AI also combats cyber-attacks by detecting possible threats and flagging any deviations from normal operations.
2. Reducing workloads and costs
Using VoIP AI to automate low-level business processes such as scheduling, attendance and authorization enables companies to focus on more complex, high-priority tasks. It can take input service requests or prompts in text, image, voice or video. It also supports voice searches, voice commands and corresponding voice results. VoIP AI interprets the language and provides relevant results. This can translate to cost savings and reduced Opex for organizations.
3. Personalized communications
The ability of AI to collect data and derive meaningful insights from a call helps enterprises offer a customized, personal experience to a large set of users. For example, more customized experiences with IVR systems can boost customer satisfaction. Internal employee communication can benefit from personalization to support collaboration.
Venus Kohli is an engineer turned technical content writer, having completed a degree in electronics and telecommunication at Mumbai University in 2019. Kohli writes for various tech and media companies on topics related to semiconductors, electronics, networking, programming, quantum physics and more.
