The Influence of AI on VoIP development in 2023 and beyond

19/12/2023

OVER the next 12 months, new AI-enhanced VoIP features will transform the business world and become an integral part of communication.  

VoIP specialists at TelephoneSystems.Cloud have revealed the groundbreaking ways the technology has evolved throughout 2023 and their predictions for 2024. 

It is predicted the VoIP market will be valued at £80 billion by 2032, compared to £31 billion in 2022. 

Technology changes at an accelerating rate, and VoIP has welcomed significant developments this year thanks to AI. 

VoIP, which stands for  ‘Voice over Internet Protocol’ has seen powerful new features introduced to offer unique benefits for organisations.

New features businesses have benefited from over the past year include the integration of AI, which can automate time-consuming tasks like audio transcriptions. 

Other new AI features incorporated into VoIP include automated customer service management and advanced analytics, which will improve general business functions within organisations. 

Juliet Moran, founder of TelephoneSystems.Cloud said: “The explosive growth of VoIP technology has reshaped how companies operate, offering organisations flexibility and communication like never before.  

“As we witness the exponential growth of VoIP, we have seen a range of new features introduced as the technology develops. 

“AI, which has been another technological powerhouse for businesses, has now been integrated into VoIP to enable new advances such as automated transcripts and analysis. 

“Our Customers change their phone system audio regularly, now that AI can make changing it easy.

“The evolution and upgrade of features following consumer and business demands will make 2024 a crucial year for VoIP.

“As the year comes to a close, we reveal the most significant ways VoIP may transform over the next twelve months.”

The best AI-enhanced VoIP features:

  1. Automation 

The integration of AI into VoIP technologies has made it more intelligent and capable of new tasks including automation. Businesses can now benefit from features such as audio transcriptions and automatic speech recognition, which enables comprehensive record-keeping. Automating these time-consuming tasks allows organisations to prioritise more complex tasks. 

  1. Customer Assistance 

Chatbots and virtual assistants, integrated as part of Unified Communication, can now be added to customer support systems and guarantee prompt customer service. This game-changing innovation for businesses is reshaping the communication landscape by handling routine queries, leaving human agents free for complex issues. 

  1. Advanced analytics

AI-powered call systems will be able to offer in-depth advanced analytics by analysing data on communication patterns and algorithms. This can provide businesses with important insights ranging from agent performance to customer behaviour. 

  1. Improved voice recognition

VoIP systems will benefit from improved reliability and accuracy with voice recognition. Using machine learning algorithms, systems can recognise voices, accents and speech patterns. AI algorithms can even identify emotions, tones, and intentions expressed in customer calls, offering real potential for call routing management in the future.

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