It seems like artificial intelligence is the thing everyone is talking about at the moment, and it looks set to affect many aspects of our lives.
The benefit of AI is that it can be used to automate otherwise mundane everyday jobs and leave humans free to do more mentally taxing and creative things. How, you might be thinking, does this impact on the world of VoIP communications? Let’s take a look.
Applications for AI
Call centres are major employees as it’s estimated that as many as one in 25 UK employees works in one – http://www.erecruitsolutions.co.uk/latest-uk-call-centre-industry/. You might think that a call centre is highly reliant on human operators, but there is considerable potential for AI. For example, AI can be taught to recognise from speech patterns whether a caller is angry or upset and direct them to an appropriate operator to handle their complaint. Looking ahead to the not too distant future, AI may be able to translate calls in a different language in real time.
There’s also the opportunity to use AI-based bots to automate office tasks like finding when a particular group of people are available for a meeting or a conference call. AI bots would also be able to answer common queries without the need for a human to do so.
We’re already familiar with automated menus systems when we phone enterprises. AI can take this a stage further, personalising the response to particular callers based on their history and previous interactions, and thus ensuring that they are passed quickly to the relevant operator along with all of their account information and preferences..
What AI is very good at is matching patterns in large volumes of data. This means it’s great at producing reports and spotting trends. If you’ve switched your communications to a wholesale VoIP termination provider such as https://www.idtexpress.com/blog/2018/04/27/wholesale-voip-termination-choosing-a-provider/, for example, AI can help you understand call patterns and lead to more efficient operations such as identifying when extra staff are needed to handle call volumes.
This can also make it easier for people to find information, opening up the possibility of asking the computer in natural language what the price of a product is or how to carry out a particular task, again allowing human operators to spend time dealing with more complex issues.