Vonage has launched an artificial intelligence-powered assistant for its unified communications as a service (UCaaS) offering.
The firm said its assistant is designed for businesses that use its UCaaS offering but do not have a fully-fledged contact centre.
The assistant uses AI and machine learning to create conversational experiences for customers in natural language.
Savinay Berry, EVP of Product and Engineering for Vonage, said: “In addition to reducing and optimizing IT costs and resources, enterprises are enhancing the customer experience with the use of AI as a part of their communications strategy.
“In today’s modern workplace, consumers expect to get the information they want, when they want it and they expect it to be easy to do business with a brand”
“As one of the first providers to offer this kind of solution for unified communications, Vonage is enabling businesses to leverage AI to improve their business processes.
“By automating responses and addressing simple tasks through AI, we are transforming the way businesses across all industries connect with their customers.”
Vonage said that the assistant can be set up using its Vonage AI Studio, which is a no-code interface ,for simpler implementation of solutions such as self-service options.
It added that waiting times for customers with simple queries can be reduced because the assistant can handle simple queries.
The assistant will also present insights through verbal cues given by customers for their interest, questions or issues about products and services, then taking appropriate actions to maintain customer lifetime value.
