Many UC providers are releasing new AI-powered features designed to improve efficiency and the user experience. With the landscape changing daily, this blog explores how AI is being applied to improve UC for both the user and the organization.

With capabilities becoming more defined and industries settling on ways to harness it, AI and all its hype may appear to be calming down. But across UC, it seems as though things are just getting started. Indeed, UC providers are in an AI arms race, leveraging the emerging UC technology trends to deliver smarter, faster and more intuitive experiences for organizations and their employees.

What “AI” Means in UC

AI is being used as a shorthand these days to represent a lot of different concepts, from basic automation technology to large language models and beyond. In the context of this article, though, AI describes the use of machine learning, natural language processing and predictive analytics to analyze data, identify patterns and make real-time decisions. These general capabilities are a natural fit for any business process that creates vast data, such as those that fall under the unified communications umbrella. 

With that in mind, let’s explore some practical applications of AI in UC that are shaping how businesses communicate.

The Top 5 Practical Applications of UC AI

Application #1: Enhanced Collaboration Tools

AI makes collaboration tools more intuitive and efficient. Features like real-time transcription ensure everyone can access meeting notes and action items, while real-time translations break down language barriers in global meetings, ensuring seamless communication.

Recently, many UC platforms have released AI-driven virtual assistants. These “assistants” can handle routine tasks such as scheduling meetings, sending reminders, and even taking down action items. This frees up employees to focus on higher-value work. These tools create a more connected and productive work environment, especially for distributed teams.

Application #2: Improved Customer Experience

UC is not just used for communications within the organization. It also powers customer-facing communications. By integrating UC platforms with AI-powered features, many UC platforms empower businesses to deliver personalized customer service at scale. Technologies like AI chatbots can provide customers with instant support, handling frequently asked questions and escalating to a customer service representative when necessary for more complex issues. 

AI-powered sentiment analysis is another emerging tool that allows businesses to gauge customer emotions during interactions. This helps businesses spot trends in the quality of interactions and allows agents to adjust their approach accordingly to foster better relationships, improving responsiveness and setting a new standard for customer engagement.

Application #3: Intelligent Call Routing

AI is helping companies reduce wait times and increase the likelihood of first-contact resolution through intelligent call routing. This feature analyzes customer intent, agent expertise and real-time data to ensure calls are directed to the right person at the right time.

On top of that, predictive analytics can improve call management by anticipating peak times and allowing contact centers to ensure adequate staffing to deliver consistent service quality no matter the call volume.

Application #4: Security & Compliance

UC security will remain a major focus for many companies as we head into 2025, and AI will start playing a critical role in enhancing the security and compliance of UC systems (especially in highly regulated sectors like healthcare and government).

Machine learning algorithms can detect and respond to anomalies like phishing attempts and unauthorized access in real time. AI can also play a role in automating compliance processes, such as recording and archiving communications like phone calls and meetings where required. 

In summary, AI allows businesses to take a more proactive approach to security and compliance, mitigating risk and safeguarding information.

Application #5: System Performance & Reliability

In addition to taking a proactive approach to UC security and compliance, AI’s machine learning algorithms can also be put to use in monitoring UC system performance to ensure that communication platforms remain online.

AI can predict potential system failure or network bottlenecks, and it can enable proactive maintenance workflows that reduce downtime. AI-driven dynamic resource allocation can also ensure bandwidth and resources are fully optimized during high-demand periods. This means a seamless communication experience for employees.

The Benefits of AI in UC

Integrating AI into UC offers many clear advantages for organizations, driving efficiency, innovations and a better experience for employees and customers alike, Here are some of the key benefits businesses can expect through the adoption of AI in UC:

  • Improved productivity: AI can streamline workflows and automate repetitive tasks, reducing operational bottlenecks and building seamless collaboration between teams.
  • Better user experience: AI-powered UC applications can change the way businesses interact with their customers and employees through tools like real-time transcripts and chatbots, resulting in higher satisfaction and stronger relationships.
  • Cost savings through automation: AI reduces the need for manual intervention in many tasks, cutting operational costs while maintaining high service quality.
  • Scalability and flexibility: AI is inherently scalable, allowing businesses to grow and change while ensuring their communication needs are met, whether in the office, remote or hybrid.

Conclusion: Capitalizing on AI in UC

It’s important to note that UC providers are only just beginning to scratch the surface of AI’s capabilities. As it continues to evolve, so will its applications in the world of UC, and forward-thinking organizations will look to capitalize on these features.

But none of these features matter if your organization is still using manual workflows to provision new users with their needed UC applications. If you want to take advantage of the benefits of AI-powered UC, you need an automated provisioning solution to help you get there efficiently. 

Automated UC user provisioning can ensure users are provisioned with the accounts and features they need to stay productive. Plus, it gives your IT and UC engineers time back in their day to ensure new AI features are working properly and configured to the exact needs of your business.
Ensure your AI-powered UC solution is properly provisioned. Schedule a demo of Akkadian Provisioning Manager to see how it works.