Business calls have come a long way now from what they used to be. In the past, dropped signals, missed details and having to spend hours listening to voicemails were the norm. But today, thanks to the tech-fuelled world that we live in, phone systems have gotten a major upgrade.
This is largely due to the introduction of Voice over Internet Protocol (VoIP) and Artificial Intelligence (AI). And when these two are integrated, the entire experience of communication becomes much more powerful.
An Overview Of VoIP Technology
VoIP technology was developed as an alternative to standard telephony services. Instead of using phone lines, calls are transmitted over an Internet connection. It’s far more affordable and easy to maintain, eliminating the need for costly infrastructure.
Businesses can also greatly benefit from the features that come with modern VoIP systems. From video calling to virtual receptionists and call forwarding, teams are now better-equipped to streamline their processes.
How AI Features Are Transforming Business Calls
AI has quickly been integrated into most of our daily lives, even if we don’t realise it. Its goal is to understand its task, learn what it needs to do and then improve on it going forward.
So when it comes to VoIP business calls, AI is making business communication more personalised, more meaningful and, most importantly, more efficient.
Smart Call Routing
There is nothing more frustrating than calling a company with a query and having to wait to hear which button will direct you to the right department. These days, AI will route the call based on who you are and the urgency of your call.
It can do this by analysing certain keywords or checking caller history to see which person or department would be the best fit to respond. The result? Waiting times are significantly reduced and customer satisfaction increases as their issues are resolved quicker.
Calls Are Transcribed In Real Time
While on a call, AI will listen in and transcribe the conversation in real-time as it’s taking place. Not only does this eliminate the need for you to try and take notes while speaking, it also prevents miscommunication and keeps all parties on the same page.
For teams who need to follow up with clients, this is a great way to stay accountable and make sure that they do check in with the relevant client.
AI-Powered Virtual Assistants
You could think of these virtual assistants as friendly receptionists who never sleep and also, remember everything. They are available 24/7 and can answer queries after hours to make sure that urgent calls aren’t missed.
With the help of these virtual assistants, meetings can be scheduled and common questions can be answered while it frees up human staff to concentrate on other tasks.
Advanced Call Analytics
AI is able to pull important information from call logs including response times, customer behaviour and who answered each call.
From this, teams are better equipped to see what call strategies are working and where there is room for improvement for better messages and staff training.
Automated Language Translation
Advancements in technology have completely removed geographical barriers, meaning it’s a lot more common now for businesses to have international clients. But with global clients comes different languages and accents.
But with the help of AI, conversations can be translated in real time to remove any language barriers and keep the communication running smoothly.
Voicemail-to-Text
Sifting through voicemails can be tiresome and time-consuming, however AI is able to turn it into readable text. From this, you can skim through the messages quickly to prioritise the urgent ones and send out automated replies.
Fraud Detection For Security
In terms of cybersecurity, AI can also be your watchdog. It will monitor your VoIP calls for any suspicious behaviour or call patterns that seem unusual like multiple international calls in a small space of time but you don’t have any global clients.
If anything is deemed suspicious, it can be blocked by the AI and you can alert your VoIP service provider.
Auto Follow-Ups
For VoIP calling specifically, AI can predict when it’s the best time to call a potential lead as well as automating follow-ups. In this case, sales and outreach becomes more efficient and personalised.
