4 min
When we hear Artificial Intelligence (AI), the first thing that comes to mind is a machine that can act and think like a human being.
But AI is the ability of a machine to do a particular job on its own and learn from personal experience with the aim of solving a problem or completing a task in the shortest time possible.
On the other hand, cloud communications is an emerging and rapidly growing technology that enables interaction between people, be it internal office or agent-to-client communication, over the Internet.
What Is The Result Of Uniting Artificial Intelligence And Cloud Communications?
1) IVR Solutions
An IVR (Interactive Voice Response), also called a virtual assistant, is a cloud telephony technology based on Artificial Intelligence that allows customers who call a business to self-help.
The IVR or Virtual Assistant helps to route calls to different departments of an organization. A virtual assistant can also solve minor customer inquiries on his own when the FAQ is pre-recorded in the system. It also greets customers with a welcome message that can be personalized at any time.
2) Chatbots With AI
AI chatbots are gaining popularity among businesses to engage with customers and are programmed to answer specific questions automatically; collect user data for agents before they interact with the customer to deliver excellent CX; facilitate an efficient and simple interaction between user and company; save customers time as AI provides the general information in chat and many users prefer chatting rather than calling, which is why AI chatbots are an asset for any organization.
3) Robotic Process Automation (RPA)
Telecommunications companies have to handle a large volume of data on a daily basis, which increases the possibility of human errors.
RPA is a business process automation technology based on Artificial Intelligence that makes data processing simpler and faster for companies.
Not only does it ensure error-free processing, it also makes more agents available for important tasks, such as managing customers and solving their problems and inquiries.
4) Fraud Detection
The cloud telecommunications industry is one of the fastest growing in the world and, like any other sector, it is also prone to fraud: authorization, illegal access, cloning, theft, etc. are some of the most common fraudulent activities.
Artificial Intelligence can detect and stop these unauthorized activities and protect business data, as it is able to detect anomalies in traffic and block them to obtain essential or sensitive information.
5) Machine Learning
Machine learning refers to the ability of any software to learn from the activities it performs. Use data prediction to process tasks faster. The Machine Learning functionality of Artificial Intelligence allows the software to act faster every time it is used. This saves a lot of time for agents and organizations and also eliminates the chances of errors.
6) Predictive Risk Management
Artificial Intelligence is capable of performing predictive analysis for telecommunications companies, which allows them to offer a better service. With the help of machine learning, AI can use the organization’s historical data to predict any potential risks or problems that may occur in the future. This helps companies prepare for these problems and avoid them completely. With AI, the business process is seamless and streamlined.
This also helps companies create future strategies to improve their performance.
7) Optimized Networks
According to Forbes, 83% of organizations believe that AI is a strategic priority for their business today. This is because Artificial Intelligence allows you to optimize your network and infrastructure. AI can analyze, optimize, and correct technology errors in real time.
Provides uninterrupted service. This creates a self-organizing system, which is basically a network that can be automatically optimized and configured. Furthermore, the AI predicts whether a similar problem may occur in the future and takes steps to prevent and resolve it beforehand. Therefore, this improves performance.
8) Create A Physical Database
AI has many useful features in the telecommunications industry. For organizations that use multichannel communication to better connect with agents and provide them with greater satisfaction, it can be a bit difficult to collect all the data from different media in one place.
However, with Artificial Intelligence, they can create physical databases of customer interactions to store them safely in the event of any “accident”.
AI’s speech-to-text capability enables the organization to create call conversation transcripts and maintain them with data from text messages or email conversations that were exchanged with customers. This ensures that a single customer’s data is kept together in a single format.
In conclusion, with Artificial Intelligence in cloud communication, the process has become much simpler and faster. Their union has made it possible for telecommunications companies to process large amounts of data quickly, detect problems in advance, extract essential insights from customer interaction data, solve user problems using available data as soon as possible, and offer to customers an optimal experience.
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