Next Generation: Artificial Intelligence and Machine Learning

Millions of connected devices, advanced communication technologies, increasing demands of customers for more sophistication and tons of data spur the growth of Artificial Intelligence and Machine Learning. Manufacturing is transitioning to a new era of Industry 4.0 with a higher level of sophisticated automation that includes IoT, cloud, 5G and edge technologies. Transportation is becoming smarter with better traffic management powered by AI and machine learning. VoIP, one of the fastest growing sectors, is undergoing a transformation with the inclusion of machine learning and AI technologies.

Machine learning and VoIP
VoIP traffic increased exponentially and managing traffic as well as associated security features is a major headache for telecom carriers the world over. The next generation VoIP will incorporate some form of machine learning algorithms like AdaBoost, C5.0 and Genetic Programming to identify VoIP encrypted traffic and thereby find ways to intelligently route flows in a secure fashion. This will have a favorable impact on the quality of experience. Drilling down, the benefits of incorporation of machine learning development in VoIP segments such as IP PBX, switching between servers based on volume of transmission and protocols in use, setting up meetings, automatic transcribing and others where a measure of Artificial intelligence development also comes into play.

Artificial intelligence development in AI
One area in VoIP application is in call center solutions where AI comes into play to route calls intelligently through machine learned techniques. Calls go to the right person and quality of experience of caller improves while reducing stresses on employees. Bots are being used increasing not only on websites for chats but also to schedule meetings, freeing up employees from such routine tasks. Unified communication takes on the mantle of Intelligent Communication with the incorporation of artificial intelligence development. VoIP service providers and telecom carriers benefit by opting for AI-powered solutions that aid in pattern recognition in order to help refine strategies. IVR is perceived as a boon by enterprises but as a headache by their clients but AI backed IVRs remove the frustrations. Just imagine a scenario in which a call center has to deal with people using different languages and in different moods. AI helps in real time translation and also senses moods and level of escalation and puts the caller in touch with the right person to resolve the issue.

Standard VoIP solutions have reached a point where further technical refinements are miniscule but retaining experts in artificial intelligence and machine learning developments to revamp solutions can help carriers and VoIP service providers take their services to greater heights of operational efficiency while delivering customer delight.

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