These are chaotic times for most businesses and contact centers are no exception. Depending on the business, the contact center may have increased call volumes and/or new staffing challenges with more dependency on home agents, shifting work schedules, and even agent furloughs in some cases. Automation is increasingly becoming
I have been researching the use of modern voice-based bot platforms - i.e. voicebots - for use in conversational IVR applications over at my cogint.ai blog. I also covered this application and the gateway needed too connected VoIP systems to bot platforms in the KGR AI in RTC report.
My last several cogint.ai posts have looked at the use of voice-enabled bots – aka voicebots – for use in Interactive Voice Response (IVR) and other telephony applications. I continued on this theme with a review of another voicebot telephony connectivity option - AudioCodes' Voice.AI Gateway. The AudioCodes Voice.AI
I have been very interested in how modern voice assistants can be used with Real Time Communications even before I started my AI in RTC research. I partnered with
Emiliano Pelliccioni at webrtc.ventures on a research project to understand how to build build conversational, voice-driven bot interfaces that
I am one of the organizers of Kranky Geek, a technology event series that started with a focus on topics in real time communications (RTC). We held our 5th annual event in San Francisco on the 16th. This time we focused on Artificial Intelligence in Real Time Communications (AI in