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AI is the latest and greatest breakthrough in modern technology, and certainly a hot-button issue. There are a wide range of opinions on the subject, from trepidation to anticipation, but that’s not what we’re here to talk about. We’re focusing on how AI can be integrated into your communications environment.
AI is transforming technology and business processes in almost every field. It can enhance the performance, efficiency, and security of IT systems and applications with automation, high-level analysis, and recommendations.
This is especially true for communications, including UCaaS and CPaaS solutions. Cloud-based technology makes AI integration more intuitive than ever before. Taking advantage of advanced algorithms, modules, and machine learning will help you make collaboration more efficient and cut down on the menial tasks that eat up your users’ time.
Now for the fun part. Let’s go over some of the features and functions AI integration can provide in your communication environment.
Probably the most popular form of AI integration, chatbots use natural language processing to simulate human conversation. These have been around for a long time now, with the first one technically being invented in 1966, and they’ve advanced quite a lot in those years.
Now with natural language processing (NLP), modern chatbots can analyze speech and sentiment to generate more personalized and informative answers.
Chatbots can help your customers get fast answers to simple questions, freeing up your customer service agents to focus on the more complex tasks that require their attention. With the right solution, chatbots can be integrated into your messaging apps, social media, and the chat function on your website to quickly deliver relevant information to your customers. They can also help your customers complete transactions, schedule appointments, and get personalized recommendations.
Advanced machine learning and NLP can make certain AI effective robot secretaries. Currently Alexa, Siri, and Google Assistant rank among the most popular, but there are other options available for those who’d rather not give the Silicon Valley Big Three too much insight into their data.
AI assistants can take care of digital grunt work like scheduling meetings, transferring calls, or transcribing messages. Deployable in both homes and offices, they're the perfect addition to a hybrid workforce.
AI can also be used in virtual meetings. AI assistants in apps like Zoom and Cisco Webex can provide real-time transcriptions, summarize key points, and even suggest follow-up actions. More advanced AI can translate languages in real time as well, just in case you’re struggling to communicate with international colleagues and customers.
If video is enabled in these meetings, the AI can also analyze facial expressions and body language to measure engagement levels. This information will help your organization improve time management and prepare better meetings in the future.
Managing email inboxes and social media accounts isn’t all that hard, but the thankless tedium of it all sure makes it feel like it is. Fortunately, that falls under the category of digital grunt work you can assign an AI to do for you.
An AI assistant can manage emails by effectively categorizing them by priority, sender, and topic. To be clear, this means it can sort emails by more specific parameters than an app like Microsoft Outlook does automatically. It can also automate responses and purge unwanted junk.
On social media, AI can scan your activity across sites such as Facebook, LinkedIn, and X, the platform formerly known as Twitter. Gathering data on audience engagement can help you create more compelling posts and develop an effective posting schedule. It may even be able to deal with spam and unsavory responses.
Now we move from the starship Enterprise’s computer to sentry bots or battle droids.
Integrated AI can also help keep your communications environment secure. Advanced algorithms can detect threats or anomalies and instantly deploy security measures to stop them. Applied globally to a UCaaS or CPaaS solution, it provides the same protection to all users no matter where they are.
It's an extra line of defense before your IT teams need to start panicking.
Of course, this is where best practices will be most important. If you’re going to use an AI to enhance your security, check and make sure the AI is itself secure.
AI is still relatively new technology that’s still working out its kinks (not to mention potential ethical problems), but it can be extremely helpful if integrated properly in your communications environment.
How will you know if it’s integrated properly? That’s where Continuant comes in. With decades of experience, Continuant’s experts can help you design a state-of-the-art UCaaS or CPaaS solution with robust AI architecture.
It’ll free up your users' time, even if it’s only to go get another cup of coffee.
