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How will artificial intelligence affect the future of VoIP?

AI may assist organisations, particularly contact centres, in improving their operations. Let's take a look at how AI and its continual developments are shaping the future of VoIP.

In numerous sectors, including VoIP, artificial intelligence and machine learning technologies have become buzzwords. It is the next major, disruptive trend for businesses all across the world. Moreover, AI simplifies the life of VoIP callers. It identifies bandwidth, faulty network setups, and call quality delay and helps you to rectify them before it impacts clients.

The following are the top ways AI is altering the VoIP industry:

AI is being utilised to increase efficiency in a range of communication systems. These types of applications are revolutionising and redefining the communication business.

IVR (Interactive Voice Response) Systems:

The IVR system is advantageous for high call volumes since it is designed to react automatically to customer enquiries. AI enhances this functionality by operating in the background as AI assistants, collecting relevant customer data such as previous transactions and personal information to address a query.

For complex, user-specific queries, the AI worker forwards this information to the company representative, who forwards it to the appropriate customer service executive.

Contact Center Operations:

VoIP technology enables businesses to manage their call centers hassle-free and to reduce human intervention needs. For instance, AI-integrated VoIP systems can analyze a caller’s personality, queries, and mood, so calls are sent to the agent as they are best equipped to handle them.

This makes call center working procedures more cost-effective and seamless as it decreases the reliability of a help desk operator to answer a call to redirect them.

Conferencing Abilities:

Online conferencing has evolved throughout time as telecom technology and internet speeds have increased. AI advances it even further with fast recognition technology and real-time language translation, which is extremely advantageous to enterprises with many geographical locations and stakeholders from various backgrounds.

Furthermore, AI-enabled web conferencing may provide relevant facts and intelligent suggestions to direct your discussion and ensure a productive conference.

Chatbot Role:

Chatbots are helpful computers that use auditory or verbal instructions to automate activities. Bots, like IVR systems, are used by organisations to monitor client interactions. AI-powered chatbots, on the other hand, go beyond simple bots by performing more complicated duties such as inviting people, scheduling meetings, managing time more efficiently, producing calendars, and more.

Pattern Identifications:

Another key AI use is pattern recognition, which may assist firms in developing corporate procedures, strategies, and workflows. AI uses complex pattern recognition and is already used in Amazon's Echo, Apple's Siri, and other products. The potential industrial and corporate applications of such a pattern recognising AI are boundless and have created some buzz with industrial developments. Businesses will be able to save money and use it for other critical duties as a result of this efficiency.

AI Supports IVRs:

IVR systems, also known as Interactive Voice Responses, are used in the call centre sector and many other industries. They assist firms in greeting callers and directing them to the appropriate agent or department.

The caller is connected to the appropriate contact or department with the assistance of AI; the linked department or agent receives all essential information on the caller's details, issue-related information, prior transactions, and more.

That is sometimes done before the call is connected to the agent. The AI-powered IVR enables company agents and reps to provide superior customer service, resulting in a better customer experience.

AI Effects on VoIP in the Future:

AI reduces latency in VoIP conversations and detects quality issues early, which is the primary cause of call interruptions. Furthermore, AI can manage data faster than any other technology on the market.

Here’s how AI is shaping VoIP:

  • Lower bandwidth: To overcome latency issues, AI is developed to deal with incorrect network settings and limited bandwidth in real time. It will also assist in identifying latency issues and working to resolve them without interruption. Certain AI algorithms analyse data, such as email and chat trends, to give insights into client behaviour.

  • Contact Center Operations: Companies that handle a high volume of calls daily, such as telemarketing call centres, might profit from VoIP technology when integrated with AI. In call centres, artificial intelligence will manage call traffic by rerouting calls to different networks using machine-learning algorithms. It is useful for increasing corporate productivity since it allows distortion-free communication on both the employee and caller's end. This reduces caller frustration and increases the efficiency of customer support staff.

  • Improved customer Experience: AI improves the entire customer experience by giving better interpretations of requests to better understand the client's expectations. When things are done automatically, it saves time by addressing complicated problems quickly.

  • Third-party Base: AI and Cloud

With the combination of AI and the Cloud, organisations can simply investigate and establish trends for AI-based automation by analysing and collating massive volumes of customer data. Cloud-hosted VoIP services, in collaboration with a third-party CRM system, aid in the preservation of accurate and historical customer data for use in offline research and analysis.

This also enables enterprises to develop complicated operational models for offline and AI-based operations that were previously unattainable with premises setup. You may also argue that the worldwide popularity of AI encourages firms to strategise or engage their customers more efficiently.


With developments in their services and products to better corporate operations, VoIP and AI have hopped on the bandwagon of the technological trend. Adding AI technologies to VoIP channels, such as real-time, two-way translation, natural language processing, and others, can open up a new world for sophisticated communication models and commercial cooperation in the future.

Simplyfree is a leading provider of VoIP solutions for businesses of all sizes in New Zealand. With its cutting-edge technology and innovative approach, Simplyfree has revolutionised the way companies communicate with their customers. Its VoIP services offer crystal clear voice quality and reliable connectivity, which can be used with AI-powered chatbots to provide personalised and efficient customer support. With Simplyfree, you can rest assured that your business will always be at the forefront of technology and innovation.

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