Artificial intelligence (AI) technology powers business phone systems, allowing companies to automate processes and achieve high-level communication goals. In fact, since 2020, Voice over Internet Protocol (VoIP) providers like Dialpad and RingCentral have been rolling out new AI features like AI-enabled voice coaching and video conferencing overview.
AI-powered business phone solutions can do more than just support your staff and company goals. When you combine these features with unified communications tools, you can empower your customers. Learn how AI powers phone services and what it means for your company.
Streamline call routing with AI
Today, small business phone services offer virtual receptionists and call flow editors, from Nextiva's single- and multi-level auto attendants to RingCentral's interactive voice response (IVR) systems. Businesses set up call routing configurations. The system automatically answers the caller and sends it to the appropriate department or voicemail box.
Organizations can use intelligent call routing technology to reduce wait times and manual call transfers when call volume increases. Already, IVR systems leverage AI to manage keyed and voice requests.
However, advanced solutions use machine learning and natural language processing to analyze incoming calls. The IVR looks at past call history and behavioral data to instantly connect customers to the right person.
[Read more: 4 Effective Ways Small Businesses Can Leverage AI]
Reimagine work meetings with AI tools
Many modern VoIP platforms offer audio and video conferencing capabilities, allowing remote and on-site teams to connect via internet-connected devices. However, leading a hybrid meeting can be difficult, which is where AI-enabled meeting tools come in handy.
Intelligent noise reduction automatically adjusts sound based on your environment and computer performance. Eliminating background noise allows team members to focus on presentations without being distracted by sounds from multiple home offices. Additionally, RingCentral and Webex provide his AI virtual assistant. These tools can help you make your meetings more engaging, productive, and actionable.
Here are some ways businesses can use AI to improve video conferencing.
- AI automatically summarizes meetings and highlights, providing your employees with ready-made summaries that they can download or share.
- Automatically transcribe meetings and attribute text to the correct speaker in real-time, so latecomers can see what they missed.
- Team members can use voice or text commands, and a virtual assistant will perform simple tasks.
- AI can extract keywords and action items from spoken words, so managers can assign tasks during meetings.
Strengthen security and privacy measures with integrated AI
A cloud-based phone system with end-to-end encryption ensures customer data is safe. But cybercriminals are still using AI to infiltrate business networks, spam lines, and more.
Businesses can leverage AI-powered security tools to fight AI crime. AI technology monitors phone networks for unusual activity and adapts to threats in real time.
The AI fraud detection tool consists of:
- Caller ID spoofing detection.
- Call pattern analysis and traffic monitoring.
- Credit card fraud detection.
- Call content analysis.
- Call authentication system.
Other features help businesses meet privacy and security standards. For example, Dialpad uses AI to automatically redact personally identifiable information from meeting and call recordings. This process happens in real time, ensuring that your client's data remains private.
Almost any AI tool can help your staff complete tasks faster. A few minutes here and there can be really time consuming. For example, Nextiva, RingCentral, and 8×8 use AI to transcribe voicemails to email or text.
AI supports sales and customer service agents
Business phones and call center systems offer emotional intelligence AI and agent assistance features. These technologies help employees answer caller questions, improve the rhythm of conversations, and learn from every experience.
Emotional intelligence AI relies on sentiment analysis. Examine your customer's voice and tone by looking back at past interactions. AI then recommends a solution to your support or sales representative.
Dialpad has a robust AI system. Real-time assist cards provide live feedback to agents and allow them to access a knowledge base to find answers to customer questions. Dialpad also debuted custom sales strategies. These guide sales staff to discover his calls and demos while providing real-time guidance and AI-generated call summaries.
[Read more: What’s the Difference Between Traditional and Generative AI?]
Leverage conversational AI in unified communications
Unified communications platforms give businesses more options to reach their customers without having to purchase separate subscriptions for voice, video, and messaging services. These systems are perfect for expanding your reach without increasing your budget. According to data from Liveperson, “85% of consumers worldwide want to send messages with brands,” and 75% report spending more with brands that offer messaging. doing.
Most vendors have integrated VoIP systems, including RingCentral, Nextiva, and 8×8. However, managing multiple channels is complex. AI solutions like 8×8's Intelligent Customer Assistant add-on and conversational chatbots reduce workload and improve customer engagement.
In fact, 76% of respondents in the 8×8 survey said that conversational AI/chatbot capabilities are revolutionizing business communications. Alternatively, Vonage AI Studio has low-code options that businesses can use to create engaging multichannel experiences.
By incorporating conversational AI tools into business phone systems, organizations can:
- Strengthen your customer service capabilities.
- Reduce customer wait times.
- Improving customer satisfaction.
- Simplify internal workflows.
- Reduce operating costs.
AI-powered business phone system increases productivity
Almost any AI tool can help your staff complete tasks faster. A few minutes here and there can be really time consuming. For example, Nextiva, RingCentral, and 8×8 use AI to transcribe voicemails to email or text.
Staff can scan messages on any device instead of calling a voicemail service. Similarly, integrations and workflow automation reduce manual data entry, from post-call tasks to customer profile updates.
AI-powered business phone systems improve productivity by:
- Employees can save time by scrolling through visual voicemail messages and reading voicemail transcripts on their mobile or desktop devices.
- Sales autodialer allows sales reps to prioritize calls and connect to leads without having to find prospect information or manually dial.
- AI-powered calls and video transcription allow employees to spend less time taking notes and more time listening to customers.
- Automated call routing systems allow businesses to handle high volumes of calls with minimal human intervention.
- Autotext replies allow you to instantly communicate with new customers, even when your office is closed or all lines are busy.
Businesses use AI telephony to improve CX
Business phone systems with AI capabilities enable leaders to meet customer expectations with fast response times and personalized conversations. AI tools to improve customer experience (CX) range from smart call routing options to advanced voice analytics. Customer service representatives believe that AI sentiment analysis capabilities improve CX, with 84% telling HubSpot that AI technology improves CX somewhat or significantly.
However, standard AI features can also improve CX without increasing additional costs. Nextiva's CallPop feature displays caller details on the screen before an employee picks up the phone. Dialpad's behavioral profiles allow sales and service teams to anticipate needs.
[Read more: Everything You Should Know About Choosing a Business Phone System]
AI provides actionable data insights
Small businesses can use AI-based analytics and intelligence tools to learn from every conversation. Businesses can review call and message data to see negative customer sentiment and identify trends in contact volume by channel. For example, a keyword and call volume report might highlight connections between callers who are unhappy during peak hours with high wait times.
Call flow analysis allows you to pinpoint bottlenecks in your call routing and delivery system. You may see more customers ending calls at certain points during the call, or more manual call transfers. This suggests that the caller has selected the wrong menu option or that the process is confusing.
CO— aims to provide inspiration from leading and respected experts. However, before making any business decisions, you should consult a professional who can advise you based on your personal circumstances.
CO—is committed to helping small businesses start, operate, and grow. Learn more about the benefits of small business membership with the U.S. Chamber of Commerce.
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