It’s no secret that CPaaS is experiencing huge growth – with Persistence Market Research particularly forecasting huge success in emerging markets and identifying that demand is primarily driven by a growing preference for omnichannel communications. In the modern contact center, this omnichannel capability is largely powered by AI, making this application impossible to ignore.
AI integrated voice is simply changing the game in delivering fast, scalable, and intelligent voice applications. This is not a part of the AI hype cycle any contact center business can overlook. If you’re not already running AI in the contact center, here’s why it’s the only way to gain and maintain a competitive advantage with customers. An effective voice AI platform delivers speed, quality, and knowledge all within one space – so you can reap the benefits of cost-effective, low-latency voice AI.
How will AI Help CPaaS Providers Better Serve their Customers?
Intelligent automation enhances voice capabilities with features such as:
- Speech-to-text (STT)
Speech-to-text is a critical component of conversational AI and is the initial step in the process of understanding and responding to spoken language. Put simply, STT enhances user experience, promotes inclusivity, and drives efficiency – making it a fundamental in the conversational AI developer’s toolbox.
- Text-to-speech (TTS)
Similarly, AI is powering TTS tools that convert text into natural sounding speech. For example, TeXML is Telnyx’s XML scripting language that makes it easy for developers – or even non-developers – to build voice into their applications.
- LLMs for natural language understanding
Another benefit for CPaaS operators is seamless integration with existing applications, which is driven by:
- Bi-directional streaming
Recently announced as integrated in Telnyx’s voice AI, bi-directional streaming allows audio to be played directly on a call. This enhancement is particularly beneficial for customers who are integrating with external AI platforms or custom TTS engines, providing seamless interaction and enhanced capabilities in real-time communication.
- Gather operations
Gather uses AI to efficiently collect specific information from call participants. By leveraging AI, this feature can gather details such as names, addresses, or other relevant information based on a list you provide. This is an easier user experience and reduces the time required by agents to collect basic information. The feature can be used for Voice API or TeXML calls like regular gather functionality.
Benefits of AI-Powered Operations
The benefits of AI in the contact center, broadly, include:
- Enhanced CX
AI helps you serve your customers better through: personalized interactions; quick, intelligent responses; and predictive capabilities that could anticipate customer needs proactively.
- Operational Efficiency
The very definition of a win-win solution, AI benefits both the customer and the contact center business by delivering operational efficiencies. Automated call routing, real-time analytics and automation of simple tasks help ease the burden on busy human agents. This shortens wait times and enhances the employee experience by enabling them to focus on the more complex tasks that require a human touch.
- Cost savings
Operational efficiency wins also bring cost savings to the business. Scalability is also possible, without the addition of more team members.
Putting the Tech to Work
It’s clear that the modern, competitive contact center needs to embrace AI.
As Mclain Roth, VP of Business Development at Telnyx, explains – it’s relatively easy for smaller software start-ups to get started in AI, as they are agile and fewer roadblocks exist. Larger enterprises need to move more slowly as they have a lot more at risk and to protect, with high compliance stakes and large, convoluted tech stacks. Telnyx is offering what Mclain describes as an “entire plumbing solution” to installing AI – rather than “just handing you the wrench”.
Where are we Seeing the Most Promising Applications of Voice AI?
- Customer Service and Support
- AI powered IVR systems
- Virtual agents: a real time communications network combined with quantized LLMs ensures low-latency voice so your customers get quick responses from your AI agent or chatbot
- Sales and marketing
- Automated engagement
- Meeting summaries
- Healthcare
Despite the compliance concerns in healthcare, Mclain is seeing promising signs of uptake in this sector, with tasks including:
- Virtual assistants for appointment scheduling and reminders
- Medical transcription – STT for appointment summaries
It’s clear that AI-powered voice is not a nebulous application for this technology. While AI more broadly may be considered as being in the midst of a hype cycle, companies like Telnyx are seeing the benefits of AI voice applied in CPaaS environments. As these solutions deliver compelling benefits that will help organizations connect more efficiently and intelligently, CPaaS providers that integrate AI into their voice solutions will be best positioned to deliver exceptional CX and drive operational excellence.
Find out more about Telnyx voice AI at Telnyx.
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