In the past year, the AI revolution has gained significant momentum, driven by maturing technology and the emergence of generative AI tools like ChatGPT. Among the various applications of AI, conversational AI stands out as one of the most promising for the business market.
What Exactly Is Conversational AI?
Conversational AI solutions are enterprise software that provides tools and controls to develop, customize and deploy AI-enabled applications capable of interacting with users through natural language. These solutions support various use cases, both employee- and customer-facing, to improve business outcomes around employee productivity or customer satisfaction.
Voice Conversational AI in Everyday Business Scenarios
Out of the conversational AI methods of communication – text, voice, image and video – voice will always be the most intuitive and generally preferred way for people to communicate with each other. The most common voice conversational AI applications employed by enterprises for voice communications are:
- Agent Assist
- Virtual Agent
- Conversational IVR
- Voice Biometrics
- Real-Time Translation
- Meetings Transcription and Summary
The Challenge of Integrating Voice Communications with Conversational AI
To implement conversational AI over voice communications, several technological prerequisites must be met – which might be a tall order for some organizations since they require specialist IT skills.
These prerequisites involve integration with critical back-end systems, such as cloud services, AI frameworks, data sources (such as CRM) or applications (such as contact center), and the ability to manage privacy, enterprise compliance and security aspects.
However, many organizations still use PBXs for voice calls, managing the voice channel as a separate silo, which can sometimes be problematic for smooth conversational AI adoption.
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Changing the Conversational AI Game with Unified Communications as a Service
Using a UCaaS solution – such as Microsoft Teams, Zoom Phone or Webex Calling – that offers embedded AI tools confers a huge advantage for organizations that want to tap into the incredible power of this transformative technology.
These UCaaS solutions reside in the cloud and integrate all the voice communication systems together in real-time, including conversational AI. Switching from PBX to UCaaS for voice calls addresses all the issues raised in the previous section, and is a key milestone in preparing your organization to adopt conversational AI applications.
Implement Voice Conversational AI Today with AudioCodes
If you’re ready to join the conversational AI revolution, but not sure where to start, we at AudioCodes have the perfect solution for you.
AudioCodes Live for Microsoft Teams, powered by Live Platform, is a complete calling and contact center solution for Microsoft Teams. Based in the cloud, it offers high quality Direct Routing connectivity to the PSTN, as well as AI-powered add-on applications for conversational IVR, interaction recording and interaction analytics.
Now that, I’m sure you’ll agree, really is worth talking about.
