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The Impact of AI on CPaaS

AI integration can be a win-win situation for CPaaS providers and customers. With care and planning, businesses can expect streamlined operations, improved customer service and support, as well as a competitive edge. Customers can experience more personalized, efficient, and genuinely helpful communications. From driving customer engagement to augmenting functionality here is a glimpse into how AI is reshaping CPaaS.

What is CPaaS?

CPaaS (Communication Platform as a Service) was born as a repository of APIs (Application Programming Interfaces) that catered to the developer experience. Today, a core capability of CPaaS is the ability to democratize communication services for businesses of all sizes – including non-technical businesses that require low or no code solutions. 

Businesses Realize a Number of Benefits from a CPaaS Solution 

  • Reduced Costs
  • Enhanced Security
  • Omnichannel Communication
  • Improved Customer Experiences
  • Increased Agility and Scalability
  • Streamlined Operations

In a nutshell, CPaaS empowers businesses to deliver a more engaging and efficient communication experience for their customers, while also streamlining operations and optimizing costs.

CPaaS Enablement can include simple number management APIs, seamlessly adding features and software into other large tech platforms, or a full-stack of communications solutions including voice, messaging, auto attendants, video, chat, and more.

Cloud Communications and Collaboration 

CPaaS allows for businesses of all sizes to meet their users and intended market where they’re at. Where IT organizations were once required to make technical integration decisions, now other departments can use low code or no code alternatives to enhance their business processes.

Front desk agents can choose stand-alone, browser-based, texting applications to communicate with clients who wish to text message rather than voice call for use cases like appointment reminders, weekly specials, or basic account questions. Support organizations and contact centers can choose multi-channel, full-stack, solutions to interact with customers through voice, video, and SMS.

Managed service providers (MSPs) and enterprise IT organizations can save time and money by integrating phone systems through SIP Trunking and UCaaS providers rather than relying on the local telco monopoly for communication needs.

Leveraging AI in Communications

If CPaaS is enabling communication experiences through voice, messaging and video – then AI is allowing for developers to leverage chatbots, machine learning, voice recognition, and sentiment analysis for enhanced customer experiences.

The public perception and understanding of AI has changed over the last year. Increasingly, tech workers find themselves speaking with non-technical friends and family members about the possibilities of using AI-based applications and chatbots like ChatGPT and Microsoft Copilot. 

Within the Cloud Communications sector, the big name companies – Google, Amazon, Microsoft – are creating or turning to low or no code solutions to solve the customer journey. It is likely that more and more CPaaS companies will build and provide out of the box solutions to bring communications to more industries outside of the tech sector.

AI is Enhancing CPaaS

CPaaS was born as a series of APIs created and documented in a way that catered to the developer experience. Today, at NUSO, the focus of CPaaS is the move toward democratizing communication services for businesses of all sizes – including non technical businesses that require low or no code solutions. 

If CPaaS is primarily communication experiences through voice, messaging and video – then AI is allowing for developers to leverage chatbots, machine learning, voice recognition, and sentiment analysis as a way for a business of any size to improve the connection with its clients/customers. 

From a consumer’s perspective, it has also been beneficial within virtual meetings to use AI for more than just transcription – Zoom™ has AI Companion, Microsoft Teams™ has Copilot. These are two examples of especially meaningful environments where users are moving between meetings and must come back to review notes. 

 Big Changes in a Short Timeframe

The public perception and understanding of AI is rapidly changing. Conversations about AI are becoming common with family and friends outside of the technical ecosystem. The concept of pushing an “easy button” to develop basic solutions has permeated general society. 

The biggest names in tech – Google, Amazon, Microsoft – are creating or turning to low or no code solutions and embracing AI technology. The coming twelve months will see more and more CPaaS companies using AI to offer out-of-the-box solutions to bring the latest communication technologies to industries outside of technology.

In Part 2 

Part two of this article looks at the challenges presented by the integration of AI technology with communications platforms, from handling personal identifiable information to public acceptance and deployment options.

NUSO CPaaS Enablement: For Businesses of All Sizes

The NUSO CPaaS Platform is designed to make managing your numbers and communication features as simple as possible. From an extensive API library to instant number provisioning and porting, NUSO strives to remove the complication from communications.

  • Simple number management APIs
  • Low or no code cloud communications applications
  • Enablement software into other large tech platforms
  • Full-stack solutions including voice, auto attendants, messaging, video and chat

NUSO customers cite response time, technical features, application quality, and platform reliability as company highlights.

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