There was a time when the possibilities of VoIP as a medium for business communications were limited. Primarily due to the capacity of the internet and the inherent issues within. We could look into the future but couldn’t reach it. Similarly, even after the rapid expansion and development of the service as the preferred mode of business communications, we are yet again peeking way ahead into the future. Hopefully, we’ll reach it too. That future is AI: Artificial Intelligence.
Applying Machine Learning in VoIP Systems
With human presence and availability becoming increasingly redundant with the advent of technology, AI has emerged as the latest and perhaps most significant development in accelerating this process. It’s like the student that learns the quickest and can then continue on their own.
Nowadays, AI is present in almost every industry, and VoIP is no exception. The best thing about AI within the VoIP industry is that its applications are not limited to one facet of the product. It has endless possibilities.
Benefits of integrating AI in VoIP
We already see the successful integration of Artificial Intelligence in existing systems within VoIP. An ideal example is Kloud 7’s Call Reporting Analytics, in the form of sentiment analysis that rates the quality of calls by identifying specific phrases from within the conversation. It aids businesses in gaining better insight into day-to-day operations, employee performance, and constant monitoring to ensure quality. This relatively minor integration in itself is a representation of the extent to which AI can improve the VoIP experience.
It can also provide insights on consumer data by analyzing the patterns in conversations as seen in Kloud 7’s AI-powered Call Recording service. It can also help manage call traffic by routing them, eventually increasing the productivity of customer service teams.
Suppose AI can dissect conversations and rate their quality. Then, it is perhaps not far-fetched to imagine AI being able to create customer profiles based on dialogue. It may include their business names, addresses, contact points, and more. These can count as valuable and workable sales leads.
Not just that, but AI may be able to initiate complete projects based on customer requirements and specifications so that human resources come in only to process the requests. Or if not, then it provides the Customer Support Agents with the information collected to aid them in finding the right solution to their problems.
But that’s the near future; how big do we dream for what lies afar? The shift to geo-redundancy was revolutionary in cloud computing, especially for VoIP. But, in an ironic change of developments, can AI now revolutionize geo-redundancy? Can the artificially intelligent agent be intelligent enough to monitor alternate paths across different data centers along with making its own decisions about where to redirect calls from among a list of locations? Can it even manage the redundancy in the elements within your network, from routers to switches to hubs?
And if it can’t, it will revolutionize VoIP in another way. But one thing’s for sure; AI is here to stay. The industries that will be the first to incorporate AI within their systems will be ahead of the rest.