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Why AI and UCC are a winning combination

March 24, 2021

Why AI and UCC are a winning combination
Using AI to assist UCC isn’t a new concept, but you might be surprised how far things have advanced if you haven’t checked in a while. Let’s take a look at a few powerful AI applications in UCC, all of which are available today or coming very soon.

Chatbots—The most common and prominent use of “intelligence” in UCC is chatbots. While the technology has been around for a while, improvements mean that chatbots take on more call center responsibilities and shift the burden away from humans, freeing them up for more critical tasks.

Translation—AI-powered translation engines allow unified communications apps to translate and transcribe communications in real time, enabling participants to speak in their native language and be understood by others.

Virtual assistants—Apple Siri, Amazon Alexa and Google Assistant (among others) have made their way into phones and household electronics. Now similar, voice-controlled assistants can be found in the office, giving UCC users the ability to gain additional efficiencies through voice commands.

Task recommendations—Like virtual assistants above, AI-assisted UCC solutions can make recommendations based on what’s heard or read in a conversation or chat. For example, if, during a phone conversation, someone mentions sharing a sales report and setting up a follow-up meeting in one week, the AI assistant can automatically offer to distribute the report and create a meeting invitation for the parties on the call.

Data analytics—Oftentimes, only portions of telephone calls are transcribed as notes. Adding voice-to-text transcription is one solution, but even then, the transcribed information has limited use. By adding AI-driven analytics, keywords and phrases identified by AI can be called out and passed along to humans for potential action. Additionally, call centers can easily determine how often specific terms or even sentiments are shared on calls.

Identification—Facial-recognition AI can be used on videoconferences to automatically identify participants and make it easier to know who is speaking at any given time. AI can also be used on voice calls to recognize the voice of participants.
Enhanced by AI, communications and collaboration have never been easier or more powerful. To learn how to bring these capabilities to your solutions, contact Chad Simon, Ingram Micro’s UCC expert.


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