UCaaS is no stranger to change, and we’ve already seen how AI is poised to change the future of the industry. These changes will likely affect everything from how SIP handles data to the business benefits UCaaS provides.
Session Initiation Protocol (SIP) is at the heart of a comprehensive UCaaS platform, as SIP allows VoIP solutions to connect to traditional telephony infrastructure, such as PSTNs and mobile networks.
While SIP may have a long history, it never sits still. There are several trends currently driving the evolution of SIP, such as zero trust architecture and mobile SIP. AI will likely accelerate these trends and pave the way for the next era of the industry’s growth.
Currently, AI is being integrated throughout UCaaS and SIP to optimize efficiency and provide advanced capabilities. As AI keeps growing, we’ll undoubtedly see current use cases continue to advance alongside the rise of powerful new use cases.
Top Use Cases for AI that Benefit UCaaS
AI has the potential to transform several aspects of UCaaS, from traffic management to increasing workforce productivity. We’ve only just begun to see how AI will integrate with UCaaS, with most of the possible use cases on the horizon.
So let’s explore some of the top potential use cases for AI that will help businesses get even more out of UCaaS.
Natural Language Processing (NLP)
NLP is a crucial branch of AI that strives to interpret human language. If you’ve used ChatGPT and GPT3, you’ve seen NLP applied to a large language model (LLM). While LLMs are an exciting way to put NLP to work, it’s only one of the possibilities that arise when software can evaluate and understand how we speak.
Chatbots are a staple of most customer support pages, but historically they’ve often been ignored as users try to reach a chat agent as quickly as possible. This rush to talk to a person was the result of previous chatbots not understanding the issue or being able to solve it.
AI has paved the way for a new generation of chatbots that can leverage NLP and data integrations to help customers better. NLP can help chatbots better understand the given issue, while LLMs can generate more helpful responses, leaving canned answers behind.
This new wave of chatbots can also be integrated with additional data sources to provide more specific information or context to the customer support request. If properly implemented, chatbots can provide a better customer experience and minimize the strain on your support teams.
One powerful way AI can change SIP is by transforming how networks identify and process data. Prioritizing specific types of data (such as video conferencing) over asynchronous data (such as text messaging) can help maximize the utility of existing infrastructure.
The overall practice of prioritizing data isn’t new, but the implementation of AI to analyze data in real-time and assist in routing it efficiently is new. We’ve only begun to see the possible benefits of AI’s potential to optimize telecom networks.
Challenges Facing the Integration of AI and UCaaS
The future of AI and UCaaS is filled with exciting opportunities, but there are still challenges to understand as you start exploring these opportunities. These challenges include:
- Potential for inaccuracies: AI and machine learning systems are based on analyzing historical data, which applies to everything from generating customer support answers to optimizing networks. As such, there can be inaccuracies in how these systems operate. It’s crucial to understand the potential for problems with any new AI feature or platform you integrate with your workflows.
- May create new security vulnerabilities: It’s clear that AI is affecting every aspect of IT, including cybersecurity and cyber attacks. As these systems and tools become more common, they must also be protected from attackers. Traditional vulnerability analysis may still find new attack vectors, and cyber attackers also have their own next-gen AI to carry out sophisticated attacks.
- If done wrong, it can result in a worse customer experience: One of the current implementations of AI throughout most industries is the rise of advanced chatbots. When properly executed, these chatbots can help solve advanced issues and eliminate the need for a customer to work with an agent — which often provides a better customer experience.
Some of these challenges are at the organizational level, and overcoming them relies on properly implementing and integrating new AI platforms with UCaaS.
Other challenges are at the development level, meaning you need to ensure you find the right partner before adopting a UCaaS solution promising AI capabilities.
Team Up With Acrobits to Embrace the Future of UCaaS
We’re only starting to see the potential for AI to transform SIP and UCaaS. Businesses need to adopt a solution that will grow right alongside the advancements of AI. Otherwise, they risk falling behind and missing out on key capabilities helping the competition.
Acrobits is a leading provider of white-label and business Cloud Softphones, ready to help you now and in the future. We’ve been at the forefront of SIP and cloud computing for over a decade and we’ll continue exploring opportunities to integrate AI with our solutions.
Ready to adopt a future-ready platform? Schedule a demo today to see how our solutions can help you now and as technology evolves.