SignalWire is launching what the company describes as the “first and only no-code” AI agent for CPaaS.

SignalWire AI Agent intends to enable the embedding of intelligent conversational agents into a customer’s existing infrastructure with minimal coding being required, making it more intuitive and quick to use. The solution from the cloud-native UC infrastructure vendor means IT staff and non-developer employees can use plain text as input instead of coding.

“At SignalWire, time-to-market is as important to us as it is to our customers,” said Anthony Minessale, CEO of SignalWire. “We relentlessly pursue speed and innovation to ensure our customers can deliver advanced capabilities to meet complex requirements with intuitive development.”

We invented SWML to deliver a simple to use, no code solution that harnesses the immense power of FreeSWITCH. Now our customers can easily build and rapidly deploy an industry leading, human-like conversational AI Agent in minutes.”

The AI Agent’s foundations are built upon the success of previous offerings, including SignalWire Markup Language (SWML) and SignalWire Call Flow Builder, whose functionalities are built within AI Agent.

SWML allows SignalWire to make AI usage more intuitive and streamlined as it’s a powerful markup language that lets customers easily control the conversation flow to produce engaging experiences for users.

By integrating its AI Agent into its Call Flow Builder, SignalWire also creates an approachable and visual interface to provide a more straightforward way for creators to develop and customise AI conversations.

The SignalWire AI Agent includes the SignalWire AI Gateway feature. This allows the virtual agent to retrieve or post information to custom middleware and transfer calls, sending SMS and all of the other CPaaS APIs available at SignalWire. The solution creates myriad integration possibilities.

AI Agent’s Specific Features

SignalWire AI Agent aims to avoid several common deployment issues through its compelling features extending beyond its no-code deployment capabilities.

It includes advanced customisation & flexibility so customers can generate personalised interfaces for accurate and context-aware responses. There is also accelerated deployment time so customers can get to market faster. Solution users can iterate and improve interactions quickly.

SignalWire AI Agent also includes advanced integrations that allow customers to connect with backend databases and third-party applications for customisation and data analytics. This empowers an excellent user experience and continually optimises performance.

SignalWire AI Agent is now available via the SignalWire API Portal and includes a free trial for new customers.

What is the State of Conversational AI in 2023?

SignalWire AI Agent could offer a new and compelling solution for businesses considering integrating (or building from scratch) their own conversational AI agents. As with AI’s other B2B applications, how exactly conversational AI might be best utilised is a significant topic of sector discourse this year.

UC Today held a Round Table with major vendors in the conversational AI space last month about the subject. The discussion spanned from how conversational AI can enhance both UC in modern workplaces and the user experience, the challenges of implementing conversational AI for businesses, and how conversational AI might evolve in the future.

Noam Mor, Senior Manager, AI Product at Vonage, told UC Today that “conversational AI is a valuable tool for brands to deliver exceptional customer experiences.”

“Contact centre agents rely on AI to anticipate customer questions and help resolve issues,” Mor continued. “Virtual assistants have relieved some burden on employees by helping resolve simple issues like rebooking flights. By automating responses and addressing requests through AI, businesses across industries can transform their processes to immediately connect with customers on the channels they prefer.”

What Announcements have been Made around ChatGPT and other Conversational AIs?

Several tech giants have also made important announcements around conversational AI this year.

Salesforce recently announced Slack GPT, a conversational AI tool to boost business productivity. The new technology leveraged CRM and conversational data and added AI features into Slack, generative AI app integrations, and the function to use customer insights through the Customer 360 and Data Cloud.

As ChatGPT continues to evolve, with OpenAI announcing GPT-4 earlier this year, vendors are increasingly admiring the benefits of introducing AI-powered solutions and features to their products.

Microsoft announced earlier this year that it was bringing ChatGPT to Teams, with Microsoft also confirmed as the OpenAI cloud service provider. Microsoft announced it had upgraded its Bing search engine and Edge browser by launching an AI-powered experience with ChatGPT features.

GoTo recently enhanced its UC and IT support by integrating ChatGPT into its GoTo Customer Engagement and GoTo Resolve products.

Earlier this year, Google unveiled Bard, its generative AI offering similar to ChatGPT. Bard’s large language model acts as a predictive engine that produces responses to prompts by choosing the words most likely to be used in conversation.



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