How Artificial Intelligence in Voice will Transform Work in 2021
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How Artificial Intelligence in Voice will Transform Work in 2021

Dan O’Connell, Chief Strategy Officer, Dialpad
Dan O’Connell, Chief Strategy Officer, <a href='https://www.dialpad.com/' rel='nofollow' target='_blank' style='color:blue !important'>Dialpad</a>

Dan O’Connell, Chief Strategy Officer, Dialpad

Last year, when the future of work arrived at an unexpected pace, many companies were unprepared. Business continuity and baseline employee enablement were the biggest priorities. Tech creep was inevitable as multiple communication and collaboration tools were quickly rolled out.

In 2021, work will transform again—this time with more forethought and planning. The number of platforms will be reined in to streamline processes, empower employees and generate higher levels of productivity. Artificial intelligence (AI) will be fundamental to success. One of the biggest areas of opportunity is voice.

Bringing intelligence to voice

So much important information is lost in voice (and now video) calls. Whether it’s group meetings or one-to-one, people wind up forgetting action items or misremembering decisions that were made. Then meetings have to be repeated, wasting both time and effort. But through an AI-powered platform—like Dialpad for calling, conferencing and contact centers—voice communications can be captured and become searchable.

Our real-time Voice Intelligence (VI), captures conversations to provide accurate call transcriptions, take meeting notes, and more. Companies like Domo and Drizly use the platform to receive actionable insights and make smarter decisions.

Beyond these practical applications, voice interactions are rich with deep insight—even sentiment can be gauged—and should be treated like valuable data. This is unlocked through AI. Once voice becomes a part of a company’s data set, it can be leveraged like any other data set.

For example, Dialpad’s VI determines call volume, tracks competitor mentions, and even shares action items from customer conversations, helping increase productivity, improve customer service, and eliminate time-consuming tasks. Ultimately, accessing the insights hidden in voice interactions saves money and boosts sales for top line and bottom line impact.

Not only can better business decisions be made with analysis after the fact, but speech recognition technology combined with VI also allows for real-time response. For example, in a customer service scenario, if a person is unhappy, a supervisor can be routed to a call automatically with a pre-written script and full purchase history already loaded.

Or, knowing how many times a word like refund is mentioned, AI can automatically prompt either a specific response from a representative or trigger technology in another part of the business to take action.

Unifying communication silos

To tap into voice as an underutilized data resource, unifying communication silos will be critical. Disparate sources inhibit insight. More importantly, from a day-to-day perspective, disparate tools reduce productivity rather than enhance it. Yet, many organizations have different phone, messaging, and conference platforms, then have to add AI on top.

Think about a customer interaction: It might start with a text, move to a phone call then on to video and back to text. Employees shouldn't have to switch tools or services to handle each one of those actions. With Dialpad, communications seamlessly happen in one platform with conversations captured by an AI engine, ready to be analyzed for action and improvement.

Further transformation comes when the AI-powered communication platform connects with other applications like a CRM or ticket system. Then, it simply becomes the fabric of how people work—which will continue to happen from anywhere, anytime—using modern and flexible unified communication platforms.