UC Advanced Issue # 1


The channels of communications is one facet of this upgraded service, and is only the tip of the iceberg as Alyona Medelyan, CEO of Thematic, says: “All of these improvements are in the interest of both companies and customers. “Five years ago, the first chatbots emerged, we had lengthy surveys at the end of calls, and companies were only talking about using AI to customise their announcements based on customer interests. “Today AI is used to understand requests, respond faster, and in a more personal way. With text analytics, AI can process feedback into clear reports, and companies use AI to share announcements with customers. “Customers prefer solutions and products that are built for them and just work, and companies prefer to be cost-effective in creating and delivering these products and services. AI helps to make this happen, and in this context is truly a positive force.” Natural Language One of the most valuable innovations in the world of AI has been Natural Language Processing, or NLP. As we move into a working space that is focussed around one platform, being able to analyse and pick out the most important things that were said on a call, the temperament of a customer on hold, or when to schedule a meeting with colleagues is a great boost to employees productivity. “With NLP, businesses are able to add a much-needed level of sophistication and intuitiveness to employee interactions,” said Jason Pennell, senior solutions architect at Advantage Communications Group. “Additionally, the ability to perform this analysis across multiple channels of communication such as email, chat, SMS, and social media, is critical in regulated markets like healthcare, government and finance. “Analysing all interactions holistically, over a period of time, regardless of channel, provides the data-driven intelligence for more informed decision-making. This level of information can provide otherwise unattainable answers to questions about which products and services are prompting the most customer service calls, as well as why customers get angry more often with some representatives than others, for example. “This impacts all lines of business, enabling


organisational data literacy for managers can lead to a streamlining or complete transformation of merchandising and supply chain strategies, product performance, and marketing.” Driving Value Driving usable data seems to be the change that has come about that has kicked off a wide adoption of Artificially Intelligent solutions. Along with this adoption, Vantage Market Research has predicted a CAGR of 34.1% from 2021 to 2028. As a result, the value of the global enterprise artificial intelligence market is projected to reach USD 64.5 Billion by 2028 an increase of over USD 50 Billion from 2021. Given this growth it’s only natural for the integrations to deepen within the unified communications and collaborations market, as Bakker added. “The next frontier for AI in communications is likely to be deep integration with Unified Communications as a Service platforms adding voice-based user interfaces in the form of Virtual Assistants. “By integrating AI with UCaaS platforms, businesses can automate workflows and streamline communication between employees, customers, and partners. Voice UIs will enable people to interact with digital assistants and other AI-powered communication tools using voice commands, making it even easier to communicate and collaborate in real-time.” “The future will allow us to tie all the important variables of the past together, so

Alyona Medelyan CEO


Jason Pennell Senior Solutions Architect advantagecg.com


Powered by