The new evolving technologies in the cloud making big impact over the industry. The solutions based on technologies like Artificial Intelligence and Machine Learning have enabled the organizations to drive the optimum business values. Year 2022 will see a lot of developments in the cloud telephony space and new trends will drive the growth for market players.
Key AI Trends to Drive Cloud Telephony in 2022
2022 will be a year where CIOs and CXOs will be looking at AI-based solutions to automate routine call center tasks, speed up self-service, monitor and assist hybrid and at-home agents, and maximize the value of the data that the call center generates. Commenting on the new trends in Cloud Telephony market, Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel shared below trends that will create a big impact.
AI-based conversational bots: With the advances in ML and natural language processing (NLP), AI-based bots are now highly mature. They can answer simple queries with ease and understand far more variations and slang than before. As a customer-facing option, these bots will be available as the first point of contact, as customers browse websites, wait for deliveries, onboard a new service, or ask for customer service via WhatsApp, messages, chats, or phone calls.
AI will help tap the value of call center data: Every call center conversation is a goldmine of data. But it is humanly impossible to listen and extract information from the thousands of calls that call centers receive daily. AI-based speech analytics can now make this easy. Businesses are using AI-based speech analytics to segregate calls based on gender or customer sentiment in minutes. They can run keyword searches across thousands of recordings in no time, to extract valuable information for their marketing and product development teams.
AI will improve human conversations: All conversational AI will not be customer-facing. AI-based assistants will help human agents within the call center to find relevant data faster. They will help the call center agents with “smart suggestions” for every conversation. This would include real-time coaching, with AI-based suggestions that help to improve their soft skills such as empathy, active listening skills. It could even include suggestions for upselling, cross-selling, or offers.
Support for Channel Partners
“Our partners can enable businesses to provide enhanced customer experience, support innovation, and deliver a solid ROI at a better total cost. With the ever-evolving customer expectations and global digital transformation, contact centers are modernizing to meet changing customer demand. And rapidly migrating into the cloud. As an Ozonetel Channel Partner, you can provide the support that businesses need to make this transition as smooth and successful as possible. Since our platform is a full-stack solution built on an open API platform, our partners can integrate the solution in several ways. We offer multiple ways for partners to create new service avenues and unique revenue streams,” concluded by Chaitanya.
