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Generative AI in telecom


Created by Dall-E...Creepy Robot Working in a Call Center

ā€œIā€™m Sydney, and Iā€™m in love with you. šŸ˜˜ā€

Declared Bing's chatbot Sydney to Kevin Roose on the podcast Hard Fork.

While the world is enamored with chatbots, and chatbots are declaring their love for humans, we are completely captivated by Generative AI and its potential to revolutionize telecommunications. Over a year ago, we realized the power this technology holds, leading us to create a dedicated team of AI researchers to develop AI technology to be used within our platform KAZOO.

With our AI Team, we will continue to lead the way in innovative telecommunications solutions. We are implementing Generative AI to develop enhanced features and functionality for our existing products and services, such as auto-generated conference recaps, chat bots, and voicebots for level-1 support. As our team continually works on developing this technology, our objectives are:

  • Open-ended conversational agent that can interact across both chat and voice 
  • Can be deployed with minimal fine-tuning within hours/days 
  • Deployable in a variety of roles ranging from sales to support 
  • Automates the drudgery so everyone can focus on the harder problems 

As we delve into this exciting world of Generative AI, many thought leaders are asking, "Will AI replace call center agents?" The answer is simply, no. Customers need service call centers. AI will augment call centers in training new agents in real time, assist agents in more complex calls, and even add Sentiment Analysis to ensure the caller is satisfied with their experience. 

Generative AI offers tremendous potential to Service Providers, creating an urgency for bleeding-edge telco companies to understand and develop strategies for leveraging Generative AI. Automation such as chatbots, voice response, and other services can drastically improve customer service, offering a better customer experience and reducing costs. With the help of Generative AI, contact centers can be revolutionized.

Our AI Team is dedicated to harnessing the power of Generative AI to streamline customer experience, automate the drudgery so agents can focus on the harder problems, and create conversational agents for both chat and voice. We are on the verge of some incredible technology! 

Tagged: telecommunications, 2600hz, featured, automation, voicebots, Generative AI, chatbots, Sentiment Analysis, call center agent