This extract from CPaaSAA’s recent report AI Voice: Who Will Run The Conversation, gives an overview of where, how and why customers start their AI Voice journeys. Part 1 gave an overview of business benefits demonstrated by members’ case studies. Part 3, to follow, will explore the deepest value progressions. You can download the full report here.
This article outlines some of the most common initial application types for AI Voice illustrated with case studies. We will be exploring some of these themes in upcoming CPaaSAA Talks and featuring AI Voice at CASA26.
Early AI Voice deployments typically begin with transcription, before progressing through receptionist and concierge type services toward automation and autonomous interaction, as illustrated by the following case studies.
Transcription
In terms of the technical and operational complexity of implementing AI Voice solutions, the most commonly adopted option is call transcription. Transcription services are now widely available in most online services such as Teams, Zoom and Google, and they are also available from specialised players and integrated into many CPaaS and UCaaS offerings. For example:
Source: CPaaSAA Case Directory
AI Dialogue: AI Voice becomes a two-way communication
Recent advances in speech recognition, synthesis and large language models are rapidly improving the ability of AI systems to conduct natural voice conversations. AI Voice is therefore moving beyond one way capabilities such as transcription or summarisation toward interactive dialogue, where systems can ask questions, interpret responses and complete tasks during a live conversation.
Source: CPaaSAA Case Directory
Appointments and Scheduling
With the addition of two-way dialogue, call triage and concierge services that allow people to book appointments and answer basic questions are the next most popular applications. This can start as a step up from traditional IVRs, but the solutions are significantly more interactive and increasingly capable.
Source: CPaaSAA Case Directory
Lead Qualification
Lead qualification and process acceleration are also popular and practical applications for AI Voice.
Source: CPaaSAA Case Directory
Streamlining Processes
Streamlining existing operations is a common theme in our Case Directory, and AI Voice applications are no exception.
Source: CPaaSAA Case Directory
Customer Experience
AI Voice is already being deployed to improve customer service operations. By automating elements of call handling, assisting agents and improving responsiveness, organisations can reduce complaints while increasing efficiency. The examples shown illustrate how AI enabled communications platforms are helping enterprises modernise service environments and deliver better experiences for both customers and staff.
Source: CPaaSAA Case Directory
Compliance
With AI Voice, compliance monitoring can be applied to 100% of calls rather than a sample, and this can pave the way to huge risk reduction and performance improvement potential.
Source: CPaaSAA Case Directory
In Part 3, we will explore where the deepest value in AI Voice lies – in the structured and systematic analytics and automation, and highly compliant services that can be enabled by vCons.
Meanwhile, you can download the full AI Voice report here.