AI: Two Letters that Mean the World for VoIP and Unified Communications

Michael Tindall

One of the biggest new technological developments is artificial intelligence (AI), a field that means plenty for voice over Internet protocol (VoIP) and unified communications (UC). We all know that AI will have an impact on markets all over the world, though whether or not it ends Hollywood-style with AI deciding humanity’s fate remains to be seen (think Terminator).

AI Makes VoIP Smarter, More Cost Effective
The VoIP market is a major beneficiary of AI technology, thanks to several points.

New Power in Least-Cost Routing (LCR)
One of VoIP’s biggest selling points is extremely low costs, especially when compared to regular phone service. thinQ’s Toll-Free LCR engine helps here. With AIs managing the connection and able to find the lowest-cost routes available at any time, that gives our partners real boost to cost-effectiveness, saving them 70% or more on their calls.

Improved Quality Connection
This goes along with LCR capability; AIs can track network effectiveness and route calling along certain networks to produce the best connection. It’s just solving for quality instead of cost, and can even find where the two intersect to route the connection accordingly.

Better Use of Available Carriers
thinQ, for example, boasts connections with 40+ carriers. Trying to manually keep track of all those connections is a lot easier for a dedicated AI than it would be for even a team of humans.

AI Gives UC Even More Versatility
It’s not just VoIP that benefits from AI’s guiding hand. Unified communications gets plenty of extra benefits as well.

Improved Call Center Operations
With AIs in the picture, call centers get access to a range of new solutions like skills-based routing, or even mood-based routing, allowing the best agent for a job to handle that job. That means better customer experience and a better chance at return business.

The Best Chatbots Yet
While chatbots do a decent job with simple conditions, AI would improve these to the point where all but the most complex tasks could be handled by the machine.

Automatic Conference Translations
Ever envy the Star Trek folks for ease of translation? AI could turn conversational, idiomatic French into its English equivalent in an instant.

The Power of AI
thinQ by Commio is already hard at work, learning how AI could improve communications technology like VoIP and unified communications, and how to put the best of this to work in its own operations. While AI is still a fairly young technology, it’s improving rapidly, and your connection to AI may be stronger than you think… and sooner, too.

Date posted: February 19, 2021

Topic: Intelligent Call Routing   Outbound Voice   UCaaS  

Tags: artifical intelligence   Least Cost Routing   Machine Learning   VoIP  

Michael Tindall

Michael Tindall leads Commio's product development and engineering teams. While attending Clemson University, Michael co-founded Tsoft Solutions, purchased by ClearSky Networks. Next he built and ran support for US Networks. Michael then worked for Bandwidth till he was approached by Aaron Leon to build a cloud-based routing system. The rest is history. Michael is a “40 under 40” winner, and one of only 18 OpenSIPS Certified professionals worldwide. When not coding the future of telecom, you’ll find him enjoying movies, cars, entertaining, and exercising.

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