Conversational AI Makes Way Into Cloud Communications

By Luke Bellos, Editor, TMCnet  |  December 21, 2020

Customer Service has always been one aspect of business where humans had a significant edge over machines. Automated voice systems and web bots still can’t totally grasp the nuances of most conversations and, oftentimes, there can be bugs or glitches that can disrupt the natural flow of dialogue. But, the business world is reaching a point where automation is simply a necessity, and companies are beginning to realize that the right Artificial Intelligence could be a huge help with customer service analysis. According to Gartner (News - Alert), since 2017, AI interactions with customers have increased by 400%. With a big portion of the workforce at home, it doesn’t seem to be slowing down any time soon.

RingCentral recently purchased a small AI intelligence company called DeepAffects. The company uses its advanced AI to monitor all aspects of customer communications, such as speech and emotional analysis, voice identification, conversational metrics, and much more. RingCentral (News - Alert) feels that the acquisition could be a major benefit toward customer interaction, especially because the voice is still critical to business communications – and will continue to be.

Not only does DeepAffects help with customers, it has also shown to be useful with internal communications. The platform has already been supported by a number of communications companies, such as Zoom, Webex, and GoToMeeting. These platforms can use the software to analyze their own communications, and gather data to help improve workflows. The software is sophisticated enough to figure out which employees are talking, how often they talk, and even the emotional state they’re experiencing. These same features can be applied to customers, so businesses can experience the benefits on both sides of the spectrum.

The tools that DeepAffects supply for virtual communication could be the necessary step to help businesses allocate their resources more effectively. By having a reliable AI system, accompanied by the analytical features that DeepAffects provides, customer service could be revolutionized to the point where automation could take over human duties completely.

Edited by Erik Linask