NYSE: IDT
Products

Discover how our products can revolutionize the way you communicate and collaborate.

Voice

Explore our advanced voice solutions designed to optimize your communication workflows.

Diverse range of DID number solutions designed to enhance your communication capabilities.

Experience unparalleled communication efficiency with our advanced SIP Trunking Solutions.

Cutting-edge technology to proactively detect and neutralize spam flags on your DID Numbers.

Messaging

Wherever your audience is, our platform ensures seamless messaging across diverse channels.

Build customer journeys by fostering interactive conversations, all within the framework of your app. 

Connect with your audience in a simple and effective way through our cutting-edge SMS platform. 

BYOC

Harness the power of IDT as your chosen carrier while leveraging your platform’s advanced features and services.

Integrate Twilio with our robust carrier routing platform to achieve unparalleled Voice termination system.

Experience reliable and high-quality communication services while leveraging the advanced capabilities of Genesys. 

Integrate IDT with the collaborative strength of MS Teams, unlocking efficient and feature-rich communication. 

Experience the power of our carrier network seamlessly connected to Plivo through our cutting-edge BYOC solution. 

Tools

Experience the power of our online voice tools, designed to simplify communication management. 

Ensure the authenticity and integrity of outbound calls with our STIR/SHAKEN Verification Check tool. 

User-friendly tool to verify the reputation of your business number, ensuring that it remains trusted. 

Compare and gain insights into outbound call expenses, optimize budget, and make informed decisions. 

Easily estimate and compare the costs associated with different DID numbers providers. 

Compare inbound VoIP rates among top CPaaS providers and optimize your inbound call costs. 

Generate custom SMS templates. 

Learn

Empower yourself with the resources you need to thrive in the dynamic landscape of communication.

Articles covering a wide range of topics.

Get answers to common queries.

Find instructions to make the most of our products.

Discover telecom insights and trends.

Find definitions of popular telecom terms.

Explore how our solutions have helped businesses.

Latest telecom trends, innovations, and market insights.

Company

A global telecom partner built to meet your needs. 

Discover the story behind our commitment to delivering innovative solutions to connect people and businesses worldwide. 

Learn about our robust network infrastructure that spans across the globe, ensuring reliable and secure connectivity. 

Got a question, feedback, or need assistance? Our dedicated team is here to help!

Find partners or sign up for partnership programs.

NYSE: IDT
Learn / Blog

The Future of VoIP With AI

|
|  3 min
IDT
In this article

Artificial intelligence (AI) is having an impact in a wide variety of different fields at the moment. VoIP is no exception to this and there are a number of ways in which AI can be used to automate processes that will make a significant difference to the way voice communication operates. 

Call centre systems

VoIP has transformed the operation of call centres, allowing lower call costs and greater flexibility to cope with spikes in traffic. AI has the potential to make further improvements by automating the routing of calls, ensuring that they reach the appropriate agent quickly. But more than that, as systems develop, they will be able to detect the mood of a caller and ensure that if they are complaining about something, they are passed to an agent who is alerted accordingly and is presented with all of the appropriate information about their account, thus empowering the agent to resolve the issue quickly. 

Part of making this type of system work involves the use of automated voice response (AVR) based upon AI. This is a powerful tool for businesses that receive a large volume of calls. It saves time for staff who don’t have to spend time determining what a call is about. It also makes life easier for the customer who gets their call answered and routed more quickly to someone who can deal with it first time.
Once AI has identified a caller who is an existing customer, it can ensure that all of their relevant information, recent transactions and so forth, is made available to the agent as soon as the call is routed to them. 

Chatbot systems

A further extension of this is the use of chatbots. These are AI-based systems that can accept instructions via voice or text and perform tasks as a result. But these are more than automated systems, they are designed to have their own identity and to mimic human interaction. 

These can be used in the same fashion as AVR systems to pre-screen and route calls, but can also be designed to carry out far more complex tasks such as booking appointments or setting up meetings, inviting other attendees and more. 

Conferencing with wholesale VoIP termination

One of the advantages of VoIP is that it allows for conference calls, either with or without video, to be made with participants anywhere in the world. AI has the potential to extend the usefulness of this further still, with the ability to simultaneously translate different languages in real time, or through the use of voice recognition to identify participants and display relevant information as they talk. 

Although AI is becoming more common in many businesses, we’re still in the early stages of the revolution. We’ve looked at some of the things it can do now, or will be able to do in the near future, but there is likely to be much more to come. It may not be too long before AI has the ability to replace call centre agents completely. 

Share this article

Leave a Reply

Your email address will not be published. Required fields are marked *

Tags

Meet our wholesale voice routing

Fulfill all your voice calling needs with our category leading wholesale A-Z Voice Termination.
Try IDT Express for a $25 Credit

Get $25 Free Trial Credit

Get IDT Express articles in your inbox

The best source of information in the telecom industry. Join us.

    Most Popular

    toll-free-forwarding-illustration
    |
    |  7 min
    Introduction to Toll-Free Forwarding In today’s fast-paced business landscape where...
    caller-id-thumbnail
    |
    |  7 min
    Introduction to Caller ID Reputation Caller ID reputation is a...
    sms-data-privacy-under-gdpr
    |
    |  6 min
    The European Union’s General Data Protection Regulation (GDPR) has permanently...