The intersection of real-time communications applications, analytics, and intelligence opens the door to innovative solutions that provide value added capabilities for both businesses and consumers. Artificial and augmented intelligence and machine learning techniques consist of applications that replicate human capabilities as well as enhance them.
AI cognitive assist capabilities can provide additional functionality to real-time communications applications to the benefit of multiple organizations like network management, customer care, marketing groups and enterprise operations.
An MIT survey of businesses around the globe indicated that 45% of those polled said that AI technology has led to more extensive data analysis and insights. And an IDC study indicated that by 2018, 75% of software development teams will include AI in one or more applications or service.
Enhancing RTC applications with Artificial Intelligence and machine learning provides the basis to develop mash up applications that improves user experience and increases productivity.
Some examples include:
- Automated IVR language selection based on a customer’s location and initial utterances
- Detection and automatic mitigation of fraud on Unified Communications (UC) services
- Sentiment analysis-based customer qualification and lead scoring based on recorded calls and messages
- Sentiment analysis enabled application that analyzes customer recorded voice messages, identifies dissatisfied customers, and then prioritizes them for automated follow-up by customer care agents to improve customer satisfaction scores.
Dialogic has established an integration point with the IBM Watson suite of analytics tools in its PowerNova Application Server that can be accessed by both PowerVille real-time communications applications as well as customized applications built on the PowerNova platform.
This integration point accesses Watson’s AI and analytics tools via the IBM Voice Gateway using standards based protocols to make interoperability with other solutions straightforward and easier.
I encourage you to check out a video of a conferencing and collaboration application that we put together using the PowerVille Conferencing app and IBM Watson’s conversation analysis tool to add a conference valet capability. It uses speech analysis to push applicable ads to the chat window based on what the participants are discussing. Other features that can easily be added include transcription services, selective recording, and cognitive assist.
Converging AI with other applications like visual voicemail, auto-attendant, hosted PBX and outbound telemarketing enables a wide array of contextual and intelligent enhancements to voice and messaging services. What use cases can you think of that bring together RTC and AI? Send me your ideas at email@example.com and we’ll publish the coolest one on our next blog. And don’t forget to take a look at the video of our PowerNova Applications Server and IBM Watson integration in action.