Companies have become aware of the importance of the customer experience during all stages of the consumption process. It is those cognitive, affective, behavioral and sensory responses of the consumer that ultimately generate a positive and satisfying experience or not. Therefore, one of the main strategies of companies is to generate a good and careful customer experience. To improve it, nowadays, it is possible to make use of new technologies and artificial intelligence. In this article, we are going to discuss the use of artificial intelligence in business telecommunications, as one of the areas that can refine the details so that the experience is of quality.

Enterprise telecommunications is composed of all the internal and external communication solutions that a company implements. Typically, it is made up of voice, messaging and video. For voice, telephone numbers and buttons are used to receive and make calls. For instant messaging, we have online chat options and solutions such as WhatsApp, Telegram… For video, internal and external HD video calls stand out. All these options are available in the cloud and without the need for downloads or installations thanks to webRTC technology.

Uses of artificial intelligence in telecommunications

Artificial intelligence is designed to improve processes, be it eliminating repetitive tasks, providing differential value, offering 24/7 availability or analyzing large amounts of data for making decisions. This means that its use in business telecommunications presents a substantial improvement in the customer experience, which will translate into greater consumer satisfaction and engagement.

AI application in calls

  • Call transcripts with real-time translation:

Solutions that implement artificial intelligence have the possibility of converting speech to text in real time, creating an instant transcription of the conversation in any language and with the possibility of translating it into the language of interest.

  • Creation of a corporate brand voice for all agents:

The company has the possibility of synthesizing a voice that identifies it and using it in its company communications. The client will hear the same voice every time they speak with the company, since all the agents will speak with the voice that we have created as a brand identity. In real time, what the agent says will be identified and his voice will be replaced by the company’s voice.

Through voicebots The company will be able to provide customer service automatically and with 24/7 availability. By integrating with the virtual PBX of the company, he will speak with the client by voice and only if he identifies a need will he pass it on with a real agent.

  • Identification of call characteristics (gender, language, sentiment analysis…):

Complete the information in your reports and call statistics with the information collected by the AI ​​on aspects such as gender, language or sentiment analysis that will allow you to measure customer satisfaction. It will help you to later exploit and study it to make strategic decisions.

  • Biometrics of the voice:

It uses voice biometrics to identify the client and offer security for actions such as telephone billing. Also, it will allow customers to be recognized by their voice print and personalize their attention.


Instant messaging app

  • “Transchannel”: 

Being able to go from instant messaging to video or voice, depending on the identified needs without friction and directly from the messaging channel.

  • conversational AI:

Deploy an instant messaging bot, also known as Chatbot, to serve users automatically and resolve issues that do not require human intervention.

  • Multilingual attention:

Serve your customers by instant messaging in the language they want with the multilingual service available thanks to the AI ​​in the chats. You will be able to reach your client without a language barrier.

  • Product recommendations:

Establish a system with AI that provides the customer via chat, automatically and based on data and programmed specifications, product or service recommendations to improve conversions.

Application in video communications

  • Avatar creation for agents:

Design an avatar for the company’s corporate image and implement it as a virtual agent. This will be the agent image that customers will see when they are served by video, regardless of which of your agents is behind it.

  • Automatic subtitles:

Transcribe the videoconference in real time and instantly subtitle the conversations in the language in which it is being spoken or in which we are interested in having it translated.

  • Waiting queues with video:

Prepare waiting lines with relaxing videos or promotions of the services or products offered in a personalized way, to liven up the customer’s wait and improve the experience.

  • Face detection:

It identifies the client through a facial recognition system and offers personalized attention according to the pre-established options.

The aforementioned use cases are just one example of the vast possibilities that AI enables in the world of business telecommunications. The application of these in the design and development of the customer experience is what will make the difference compared to competitors and where the customer service and customer acquisition systems of companies are evolving. If you want to apply the cutting edge of AI in your business solutions, do not hesitate to contact Fonvirtual and we will offer you a tailor-made consultancy.

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