It’s no secret that CPaaS is experiencing huge growth – with Persistence Market Research particularly forecasting huge success in emerging markets and identifying that demand is primarily driven by a growing preference for omnichannel communications. In the modern contact center, this omnichannel capability is largely powered by AI, making this application impossible to ignore.
AI integrated voice is simply changing the game in delivering fast, scalable, and intelligent voice applications. This is not a part of the AI hype cycle any contact center business can overlook. If you’re not already running AI in the contact center, here’s why it’s the only way to gain and maintain a competitive advantage with customers. An effective voice AI platform delivers speed, quality, and knowledge all within one space - so you can reap the benefits of cost-effective, low-latency voice AI.
How will AI Help CPaaS Providers Better Serve their Customers?
Intelligent automation enhances voice capabilities with features such as:
- Speech-to-text (STT)
Speech-to-text is a critical component of conversational AI and is the initial step in the process of understanding and responding to spoken language. Put simply, STT enhances user experience, promotes inclusivity, and drives efficiency – making it a fundamental in the conversational AI developer’s toolbox.
- Text-to-speech (TTS)
Similarly, AI is powering TTS tools that convert text into natural sounding speech. For example, TeXML is Telnyx’s XML scripting language that makes it easy for developers - or even non-developers - to build voice into their applications.
- LLMs for natural language understanding
Another benefit for CPaaS operators is seamless integration with existing applications, which is driven by:
- Bi-directional streaming
Recently announced as integrated in Telnyx’s voice AI, bi-directional streaming allows audio to be played directly on a call. This enhancement is particularly beneficial for customers who are integrating with external AI platforms or custom TTS engines, providing seamless interaction and enhanced capabilities in real-time communication.
- Gather operations
Gather uses AI to efficiently collect specific information from call participants. By leveraging AI, this feature can gather details such as names, addresses, or other relevant information based on a list you provide. This is an easier user experience and reduces the time required by agents to collect basic information. The feature can be used for Voice API or TeXML calls like regular gather functionality.
Benefits of AI-Powered Operations
The benefits of AI in the contact center, broadly, include:
