Artificial intelligence isn’t all robots and deep sci-fi: It’s being tapped in the most practical ways to inform experiences of the future, for workers and for customers.
AI has numerous applications within unified communications, in particular. From contact center improvements and virtual assistants to richer, automated data analytics, companies will be able to better understand the way people interact – all thanks to artificial intelligence.
According to a recent article in Search Unified Communications quoting Jim Sinur of Aragon Research, "Recent case studies prove that AI and machine learning can make an organization's processes, applications and resources smarter." And 2017 is expected to be the year that adoption becomes more widespread.
Artificial intelligence is yet another way companies can get closer to achieving digital transformation, making investments that create tangible changes to day-to-day operations; changes that will make employees and customers feel more connected to the technological innovation being implemented for their benefit.
Using AI and machine learning to deliver stronger insights for communications processes makes sense: it’s an area that IT leaders oversee where meaningful changes not only improve the bottom line, but also improve the very real conditions that provide underlying support for cultural and structural changes needed to sustain digital transformation to begin with.
And with messaging on the rise, AI will become a larger part of a communications strategy than ever before. As the article mentions, customer inquiries via messaging applications will surpass inbound messages via social media in the next two years. Whether by encouraging greater interactions between company and customer or internally between two employees, messaging applications will continue to drive real change in how we engage and interact. The frequency and volume of message threads will provide ample opportunity for artificial intelligence to receive contextual cues for process improvements, and by doing so will help fuel collaboration and more efficient operations.
Powering artificial intelligence behind the scenes will require a strong cloud-based SaaS platform as a foundation, pooling insights while providing the flexibility necessary for integrating with other data sources.
Ready or not, AI is on the radar of companies large and small; and it will be a part of the conversation as one voice of many for the modern workplace.
Read the full article by Katherine Finnell of Tech Target’s Search Unified Communications here.