No matter how fast your customers seem to be moving, your company’s communications need to be even faster, not to mention agile, robust and dependable. Since at least the 1950s,the telephone has still been the most important technology a company has for customer service and sales. Today’s customer wants to be able to reach your company by social media or email, but the phone is still most consumers’ first choice for reaching out to a company. Much of the information customers requested when they used to call a company (directions, hours, what’s available…) can now be found online, yet this doesn’t mean the customer’s relationship with a brand or company is static: customers now expect better, faster care and personalized service. This is where generative AI can deliver a new level of customer experience. How is AI revolutionizing the future of enterprise communications? To understand its potential, we must first understand what generative AI, such as ChatGPT, actually is and does.

ChatGPT is an advanced language model developed by Open AI: it combines artificial intelligence and deep machine learning, and it can understand and generate natural language. The model has been trained to perform various tasks, including text generation, text summarization, translation and language processing; it can even simulate conversations in real-time and interact naturally with human users – thanks in part to an extensive database of speech patterns.

ChatGPT uses a neural network to understand and generate natural language. The model was trained to understand the meaning of words and sentences and to respond based on this understanding. The more data provided to ChatGPT, the more its simulation of “human” conversations improves. The program has already been used by more than 100 million people since it became available earlier in 2023.

ChatGPT as "Fräulein vom Am t"

Phone systems provide us with numerous real-time communications features, including functions required by the system before and after a call itself, including intelligent routing of calls, voice messages and call recording in conjunction with CRM, etc. The further AI is advanced, the more – and more effectively – it integrates with real-time communications.

Transcription of customer calls is just one of many ways to evaluate your communications and streamline your customers’ journeys. Generative AI, however, when deployed in combination with the Vodia phone system, helps your company identify customers, both current and potential, and resolve customer and/or partner issues faster and with better outcomes. What was once described in telephony as "Fräulein vom Amt" – a German expression for a telephone operator (almost always a female) who worked a switchboard from the early days of telephony until the mid-‘80s – is now, with the use of Generative AI, what we call “Smart Communication Service.” This is quickly becoming the standard in enterprise communications.

From automated responses to personalized messages and advanced features, ChatGPT gives enterprises – and SMBs – a way to integrate generative AI with real-time communication tools; it streamlines enterprise communications processes and brings customer service to a heretofore unimagined level of efficiency and excellence.

WebRTC

The Vodia PBX uses WebRTC (Web Real-Time Communication) to provide communication services direct from the browser: WebRTC is an open-source technology that enables real-time communication between browsers and devices; it’s one of the most widely-used technologies for implementing video and audio chat systems on the web. Integrating a program such as ChatGPT with WebRTC systems gives any organization significant real-time communication advantages:

• Real-time chatbot: users can interact with a chatbot in real-time during a video or audio communication. The chatbot can process user input naturally and generate “human” responses that assist customers and partners.
• Automated customer support: companies can create automated customer support systems. Chatbots handle customer queries quickly and effectively, resolving issues without the need for human intervention.
• Improved voice and text communication: AI can translate text messages in real-time to facilitate communication between people who speak different languages; it can also automatically generate transcripts of audio and video recordings.
• Personalized interactions: AI detects user preferences and behavior patterns to provide personalized recommendations and responses.
• Improved security: AI can use speech and text recognition algorithms to detect suspicious activity and alert users to potential threats.

Applications will need to evolve to incorporate generative AI with WebRTC, while algorithms and codecs in WebRTC are evolving with the assistance of generative and other types of AI.

Vodia has been all about innovation since its inception, and the Vodia phone system works impeccably with generative AI. If you’re ready to improve and strengthen your business communications with ChatGPT, Vodia is the perfect telecommunications background for your organization.

About Vodia Networks, Inc.

Vodia Networks has been an innovator and trendsetter in the Voice over Internet Protocol (VoIP) industry for over a decade. Since 2006, Vodia has led the VoIP world in innovation and forward-thinking development, most notably with its early adoption of a multi-tenant platform for its customers – Vodia was the first company to offer a true multi-tenant platform, and it remains one of the few companies that can deliver it. Vodia's multi-tenant platforms are compatible with an unprecedented number of technologies, including desk phones, softphones, and APIs for numerous third-party software and CRM systems. The company has just released version69 of its phone system.

Vodia has a global presence, with offices in four countries –local information is available in Australia, France, Germany, Hong Kong, New Zealand, South Africa and the United Kingdom.