The integration of Artificial Intelligence (AI) in Unified Communications platforms (UCaaS) offers multiple advantages for companies. However, the arrival of this technology is accompanied by uncertainty and it is necessary to know its limitations and risks before starting to operate with it.
“The advent of AI is a challenge for all industries, and its implementation in communications should allow organizations to increase the amount of work their staff can do. It should not be understood as a way of replacing people”, specifies Juan García, Head of Technical Support at Wildix. “Specifically in the telecommunications industry, AI is most effective when we focus on productivity and accessibility in meetings or calls, but it is essential to understand its advantages and limitations before integrating it into any solution.”
Advantages of AI in the telecommunications sector
The integration of artificial intelligence in unified communications platforms has numerous benefits for the telecommunications sector, such as the integration of collaboration tools or the optimization of interactive voice responses (Interactive Voice Response).
However, one of the main options available is the development of your own virtual assistant to improve customer service and experience, offering quick, precise and personalized responses, as well as boosting operational efficiency in the company. Thus, it is possible to offer a 24-hour customer service with great speed and efficiency, which translates into greater impact and retention.
The integration of artificial intelligence in unified communications platforms has numerous benefits for the sector telco
“It is also possible to automate tasks such as answering frequently asked questions, classifying and labeling emails and voice messages, and scheduling meetings within UC&C’s own platforms,” confirms Juan García. “This allows employees to focus on more strategic and creative tasks, increasing efficiency and productivity, ensuring a reduction in operating costs.”
Likewise, pursuing the objective of guaranteeing the omnichannel communication of interactive voice responses, it seeks to attend to customer queries quickly and efficiently, saving costs, ensuring broad precision in call redirection and identifying unstructured data.
Limitations and risks of AI integration
The main debate at present centers on what is known as generative AI, one that produces visual, auditory or written content using a text with indications as input, using existing data, such as ChatGPT. “These tools offer incorrect information sometimes, since they lack the point of view or perspective that only a person can give”, complements Juan García from Wildix. “AI is incapable of rejecting false information, understanding priorities, and being able to make random choices when necessary. Humans analyze information heuristically, something that computers are not yet capable of doing.”
In this sense, today, knowledge is possessed by humans. People are paid for the value they offer to organizations, and it is they who turn to technology to increase that value. They evaluate recordings, check data and make decisions based on the knowledge they have by storing the results in large databases and companies use that knowledge.
“Another risk of using AI is the potential erosion of the ability of humans to express their creativity and follow their instincts,” says Juan García. “Currently, we already have algorithms that offer content according to your preferences, a fact that can be a clear disadvantage in the process of self-knowledge and self-realization of individuals”, he concludes.
Thus, machines help automate processes and minimize the margin of error, but this does not mean that they can replace human labor. For this reason, it’s important not to delegate everything to AI in unified communications. Despite its benefits, there are tasks that will always be carried out in a more personal and efficient way by people, such as maintaining the human factor in customer service. In fact, the best way to contribute to progress and improve the quality of life at work is to combine human power with AI in order to get the most out of everyday tasks.