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Acer America Corp. is a computer manufacturer of business and consumer PCs, notebooks, ultrabooks, projectors, servers, and storage products.

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June 30, 2023 | Tim Truelove

Why AI Will Take Center Stage in Business Communications

MSPs have an opportunity to help their customers meet the expectations of a tech-savvy generation by leveraging AI-powered UCaaS solutions.

Amid the current avalanche of technologies reshaping business communications, artificial intelligence has quickly taken center stage in UCaaS—and there’s a lot of real strengths behind that excitement. AI has the potential to enhance productivity, automate routine tasks, and enable businesses to deliver personalized experiences to their customers. With consumers expecting higher and higher levels of service, this alone makes AI well deserving of that rockstar status.

If you think AI has caught on like wildfire now, though, just wait until it really gets going. As artificial intelligence takes communications by storm, it’s only going to become more embedded into communications technology, especially as it reaches younger generations. So long as this technology is well managed, we’ll likely find it’s yet another tool businesses can’t run without.

Importance of AI in UCaaS Solutions

Even in the brief development timeline generative AI has had, it’s made significant strides in capability. We’ve already seen AI used as part of UCaaS in the form of natural language processing, machine learning, and chatbots, and these technologies have already transformed the way companies communicate internally and externally. However, the advantages from these tools have typically been found on the analytics end, used primarily to collect and sort data fed into the business’s UCaaS platform.

Now that AI has advanced as much as it has, businesses can integrate it into the entirety of their UCaaS platform, unlocking a host of new benefits:

  • Intelligent Call Routing and Virtual Assistants: AI-powered call routing systems can analyze customer data, including past interactions and preferences, to intelligently route calls to the most appropriate agent. Virtual assistants powered by AI can handle routine customer inquiries, freeing up human agents to focus on complex issues.
  • Advanced Speech Analytics: AI can analyze recorded calls in real time and provide valuable insights into customer sentiment, allowing businesses to improve their products, services, and customer interactions. This enables companies to proactively address customer issues and identify areas for improvement.
  • Enhanced Collaboration: AI-driven collaboration tools can help streamline workflows by automatically scheduling meetings, generating meeting minutes, and transcribing audio into text. These features reduce administrative burdens and improve overall productivity within organizations.
  • Personalized Customer Experiences: AI can analyze customer data in real time to personalize interactions, providing tailored recommendations and solutions. This level of personalization enhances customer satisfaction, fosters loyalty, and drives business growth.

Right now, these integrations are well positioned to improve business efficiency. But as use of AI becomes more widespread, knowing how to implement it in a UCaaS environment will become downright essential.

Reshaping Customer Expectations

That growing importance will come thanks to resulting changes in customer expectations as more consumers become familiar with AI, of course. But we also must consider the bigger factor of simple generational shifts.

Today’s younger markets aren’t just accustomed to the benefits of the latest technologies; they expect them to be a standard offering across all industries. These consumers have grown up with AI-powered virtual assistants like Siri and Alexa, chatbots on websites, and personalized recommendations on social media platforms. As a result, they expect similar levels of convenience, personalization, and efficiency in their business interactions. And the more AI becomes prominently part of communications, the more that expectation will solidify.

To meet those expectations, businesses need to embrace AI as an integral part of their communication strategies, building intuitive, context-aware, and frictionless communications experiences.

Fortunately, by leveraging AI-powered UCaaS solutions, organizations can deliver the following:

  • Seamless Omni-Channel Experiences: AI can help create a seamless experience across various communication channels such as voice, chat, email, and social media. Customers can effortlessly transition between channels without losing context, ensuring a consistent and satisfying experience.
  • Intelligent Automation: AI can automate routine tasks, reducing response times and improving operational efficiency. Chatbots and virtual assistants can provide instant responses, handle customer queries, and assist with basic troubleshooting, freeing up human agents to focus on complex issues.
  • Proactive Support: AI-driven analytics can identify patterns and trends in customer behavior, enabling businesses to address potential issues before they escalate. Proactive support fosters loyalty by allowing companies to anticipate customer needs, provide targeted solutions, and offer personalized recommendations. By resolving issues before they become major problems, businesses can enhance customer satisfaction and build long-term relationships based on trust and reliability.
  • Predictive Insights: AI algorithms can analyze vast amounts of customer data, providing businesses with predictive insights and recommendations. By understanding customer preferences, buying patterns, and behavior, companies can anticipate their needs and offer tailored solutions, resulting in increased customer satisfaction and loyalty.
  • Enhanced Security: AI-powered security solutions can detect and prevent potential threats in real-time, safeguarding sensitive business communications. With AI’s ability to analyze patterns and detect anomalies, businesses can ensure the confidentiality and integrity of their communications, earning the trust of their customers.

Continuous Improvement: AI-powered analytics and feedback mechanisms enable businesses to gather valuable insights about customer interactions and communication processes. This data can be used to continuously improve service quality, refine communication strategies, and drive innovation.

Hesitations with AI

We do have to remember that AI comes with liabilities too. It’s been well observed how frequently AI platforms repeat misinformation, or else just answer users with plainly untrue gibberish. Depending on what data sets an AI draws from, they can even be dangerously biased, rude, or outright hostile. AI is still far from predictable, in other words, and that creates a certain amount of risk in using it for customer experience.

As businesses grapple with communication issues in AI, we’re going to see more and more demand for IT experts who can solve them. Specialized AI setups, created and maintained by experts, will become a huge factor in the success of this technology, and businesses that invest in expertise will tend to benefit the most from it.

For now, at least, a certain human element controlling AI will not only be helpful but required to keep it working effectively. We have a way to go before plug-and-play bots are truly worth attention.

Embracing AI in Business Communications

AI’s integration into business communications, particularly within UCaaS solutions, has become vital for companies striving to meet the expectations of a tech-savvy generation. Embracing AI in business communications has become not just an option, but a necessity for companies to thrive in the digital age.

TIMOTHY TRUELOVE is the country manager of the Americas branch of Wildix. As the head of the America’s region market, he leads an international team in efforts to maximize the growth of Wildix and its channel partners with new revenue streams and improved business processes. A former telecom business owner and Wildix partner, Tim brings 30 years of telecom and IT experience to consistently grow the channel with proven business leadership and in-depth industry knowledge.


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