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AI in CPaaS 

Part One of this article presented an overview of CPaaS and the benefits of integrating AI technologies into a communications platform. Optimizing customer engagement, improving operational efficiency, and delivering exceptional user experiences are all goals. From AI-powered chatbots in customer interactions to real-time language translation breaking barriers in global communication, each use case demonstrates the potential of AI to revolutionize communication services in the CPaaS landscape.

However, as with any new technology, the integration of AI in CPaaS creates a number of challenges, such as fraud and other security issues, as well as empowering tools and improved user experiences.

AI and Personally Identifiable Information

There are many ways AI impacts PII (personally identifiable information). How customer and contact data is handled, what type of information is used to train Large Language Models (LLMs), and even how deep fake voice calls are created and detected. 

Because of the hazards created by integrating AI with any technology platform, including CPaaS (Communication Platform as a Service), regulatory bodies around the world are creating rules and regulations around PII and AI. Unfortunately, these rules are rarely consistent, creating a tangled web of regulations. 

  • Government regulatory bodies around the world and state by state in the United States
    • Each creating separate rules/regulations in a patchwork manner
  • Each function of AI within telecom has a different impact & potential regulations
    • The handling customer data/contact data
    • Training LLMs with what data? 
    • Detecting false (deep fake) voice calls and messaging 

While regulatory bodies around the globe continue arguing about cookie policies, the integration of AI is a growing tidal wave, creating a wild west atmosphere where the buzz promotes the concept of Invest & Win before legal challenges and liability issues impact artificial intelligence technologies.

Danger Ahead: Security and Fraud

Security and fraud are two of the most difficult challenges for AI technology to overcome. With new, advanced technologies comes new, advanced mischief-making and deliberate fraud. The FCC has already been forced to act quickly in making AI generated voices illegal in robocalls

In the not too distant past, users had a relatively simple selection of information to protect – credit card number, social security number, home address, and phone number – as the key data sets to confirm one’s identity. 

Today, with easily available tools that can literally call your family members and sound like your own voice, people are faced with having repeated conversations with parents and grandparents to prevent fraudulent situations. Workers, particularly those who work remotely or travel frequently, are facing similar growing challenges.

We’re all increasingly looking to develop new ways to assure each remote party that the individual at the other end is authentic – be it phone, messaging, email or even video conferencing. The impacts of AI technology on security are unavoidable.

Advanced phishing techniques and deep fakes are throwing already troubled communications channels into further disarray – robocalls, robotexts, spoofing, even deep fake President Biden calls in the New Hampshire primary.

What AI Brings to CPaaS 

Real-time language translation for users across the globe, natural language understanding, and content generation are just three of the promises AI offers. Pre-large language models, developers were tasked with managing experiences with “if-then” logic, or “dumb AI” as it’s sometimes referred to. 

if customer says X, then respond Y

With larger data sets and an understanding of context, now, if “X” happens, there may be several other data points to consider before settling on whether “Y” is the appropriate answer.

AI enabled contact center and business communications already result in a better user experience. Support queues are leveraging large language models. Some AI products are being deployed to digest all company content and provide answers to FAQs. Developers have begun using AI to integrate more intelligent communications features like sentiment analysis and voice recognition into user management and the customer experience. 

People throughout multiple industries have begun making gains from the use of AI powered helpers, such as digital assistants and virtual agents. This has become a priority for 45% of respondents surveyed across key professions such as legal, tax, and risk management.

Using CPaaS to Enhance Existing Solutions

CPaaS allows for businesses of any size to meet their users and intended market where they’re at. These tools are no longer strictly the domain of the large enterprise. Where once CPaaS was a library of APIs exclusively focused on the developer experience, it has transformed into a way to democratize communications technology. Where once IT organizations were required to make all technical or communication decisions, now other departments can use low-code / no-code alternatives within their own work flows.

Full Stack Solutions & NUSOflex

Most companies that leverage AI to enhance their own network monitoring, security practices, or home grown solutions seem to be doing it right. Anyone can use an AI generated chatbot to a website or support site for a quick reply.

However, the companies that use machine learning to monitor for real-time alerts that impact their users are witnessing immediate benefits. NUSO has begun leveraging AI technologies where they perform in a complementary manner to existing communications products and services. That was the idea behind the award-winning NUSOflex solution. 

NUSO delivers reliable cloud communications, from low-code / no-code CPaaS enablement with simple number management, to SIP Trunking and a full stack of communications solutions for any-sized business.

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