This month we’re focusing on artificial intelligence and its various applications in the enterprise communications space, including conversational interfaces, virtual assistants, and bots. Gidi Adlersberg, Business Development Manager, AudioCodes, recently sat down with our own UC Today Editor-in-Chief, David Dungay, to talk about how AudioCodes leverages over 26 years of voice technology expertise to deliver Voice.AI capabilities.
The duo also chatted about how voice-based AI helps to drive innovation that makes human-to-machine communication simple, seamless, and effective. He told Dungay – Natural Language Understanding (NLU) and Processing (NLP) both help companies to derive value from their voice-based interactions. He also noted that it helps to deliver more added value by extracting content from meetings to help improve customer and end-user experiences.
There are some solid AI applications out there, most of them text-based, he said. AudioCodes sees voice as the most fundamental form of human communications, however. This is where the focus on enhancing the experiences comes into play. Adlersberg added that voice AI technology extends a more natural way to interact between humans and machines and can lead to a more intuitive experience.
“We look for use-cases where upgrading from text experience to voice experience can provide added value for users”
He told Dungay that three years ago, AudioCodes saw a major voice recognition tech revolution. Suddenly, technology could reach up to 95 percent accuracy levels. He did, however, add that you must understand where the need for the technology exists, then you can identify a clear need for it and find a good fit for it, too.
Today’s users seek enhanced experiences and to avoid repetitive ones – so if you remedy this – you’ve already added value for an organization and end-user. Adlersberg said that this is the result of the AudioCodes Voice.AI, a suite of solutions developed to address a myriad of use-cases. That spectrum includes the countless bot developers who exist, most of which build text-based experiences.
To take things to the next level, Adlersberg said that the developers at AudioCodes decided that taking text comms and turning the chatbot into a voice bot could be valuable to organizations. “One of the challenges involved in this is that many of the providers like Microsoft, Nuance, etc., have their own set of APIs, so doing the heavy lifting by yourself could be difficult.” If you can achieve this, it might take a long time, but how do you quickly bring the bot to those who rely on voice technology?
“We let developers choose best-of-breed technology partners and have an application that lets them connect their text-based bots to a voice-based bot with ease”
There is also Meeting Insights, the latest addition to AudioCodes which sprung up from internal need, according to Adlersberg. Plain meeting recordings do not extend much value alone but those recordings could bring a lot of added value to company meetings if companies can leverage a solution that can record, transcribe, capture visual content, organize it, and make it searchable. This is all possible via the AudioCodes Voice.AI platform, and the company even introduced Mia, a built-in voice assistant that enhances the Microsoft Teams user experience.
