If you’re looking for ways to improve communications efficiency and cut costs, then you may have already switched your phone system over to Voice over Internet Protocol (VoIP). But have you considered using an AI-powered VoIP system? The difference between traditional VoIP and AI-powered VoIP is that the latter uses artificial intelligence (AI) to help provide a better user experience AND tell you how well your phone communications are working. In this blog post, we’ll discuss the ways that AI-powered VoIP can make that happen.
AI-powered call recording analysis
AI tools in the Microsoft Teams Phone System can help improve your customer's experience in many ways. For one, it can parse through call recordings to identify issues such as poor customer service. They can also identify trends (e.g., increasing customer satisfaction) and the challenges your people encounter in providing customer support, such as when guiding clients through a process.
Interactive voice response (IVR) systems with conversational AI
An IVR system is designed to automatically respond to customer queries through AI agents. These agents allow businesses to take on more customer calls, eliminating the need to hire more human agents. Among AI assistants’ most powerful features are the following:
- Text and speech recognition – the ability to understand and respond to written and spoken messages
- Intent recognition– the ability to discern what the person communicating with the AI tool wants based on what that person is saying
- Contextual guidance – the ability to “remember” what was stated earlier so that the AI tool can understand references to those past statements
- Multilingualism– the ability to communicate in many different languages
While in a call, AI assistants can concurrently gather and assess all relevant customer data such as personal information and recent transactions to resolve a query. In this aspect, they are more efficient than human agents who may have to put a caller on hold to access the caller’s records.
And over time, because of machine learning and natural language processing, AI-powered IVR systems will only get better at communicating with your customers. However, for more "nuanced" queries, AI agents will transfer calls to human business representatives. At some point, the machine may not be your preferred way of addressing your customer's needs.
Chatbots are useful programs that receive instructions via textual or auditory means to perform automated tasks. These have come a long way and are actually now quite hard to discern from the real thing. Microsoft Teams offers chatbot AI that is easily configurable using Power Virtual Agents.
Businesses use chatbots to automate customer interactions. However, AI-powered chatbots go beyond regular bot duties by performing more complex tasks like setting up meetings, inviting attendees, managing schedules, and much more.
As the world becomes increasingly reliant on technology, businesses that embrace AI-powered VoIP will be well-positioned for success. Contact us to learn more about the advantages of SMART Teams VoIP for your business.
Questions? Give us a call today!
AI-powered SMART VoIP offers many benefits for businesses where phone interaction with customers plays a central role in service delivery. The team at Beringer Technology Group would be happy to provide more information on AI-powered SMART VoIP, or VOIP systems in general, and how they could benefit your business.
Beringer Technology Group, a leading Microsoft Gold Certified Partner specializing in Microsoft Dynamics 365 and CRM for Distribution also provides expert Managed IT Services, Backup and Disaster Recovery, Cloud Based Computing, Email Security Implementation and Training, Unified Communication Solutions, and Cybersecurity Risk Assessment.