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Improving customer service efficiency and productivity with AI

This article was based on the interview with Patrick Sheehan of Intermedia by Greg Kihlström, MarTech keynote speaker for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:

Artificial Intelligence (AI) technology has had a significant impact on improving efficiency and productivity in various industries, and the cloud communications industry is no exception. In a recent podcast, Patrick Sheehan, Intermedia’s VP of Channel Development and Distribution, discussed the ways in which AI technology is being leveraged to enhance businesses and individual users’ productivity.

One of the key benefits of AI technology in cloud communications is its ability to reduce the need for manual note-taking. Sheehan mentioned that AI technology is being used to automatically summarize calls, allowing users to focus on the conversation instead of taking detailed notes. This not only saves time but also enables users to be more present and engaged during calls, leading to better communication and understanding.

In addition to note-taking, AI technology is also being utilized for sentiment analysis. This means that AI algorithms can analyze the tone and emotions expressed during a call, helping to identify whether it was a positive or negative interaction. This can be particularly useful in identifying great calls that can be used as examples or learning opportunities, as well as identifying calls that may require further attention or follow-up.

Sheehan highlighted that AI technology in cloud communications is continuously evolving and developing new capabilities. He mentioned that the industry is consistently developing new AI technologies quarter over quarter, and the growth in this area is exponential. This suggests that AI technology will continue to play a significant role in improving efficiency and productivity in the future.

Sheehan also discussed the role of channel partners in the future of cloud communications. Sheehan emphasized that channel partners have a huge opportunity to capitalize on the trends in cloud communications and position themselves for success. By aligning with vendors that enable them to deliver advanced technologies and provide white-glove support, channel partners can differentiate themselves and provide value to their end customers.

The ability for channel partners to deliver advanced technologies that are only available in the cloud is a significant advantage. AI technology is a prime example of this, as it offers capabilities that were previously not possible with traditional communication systems. By leveraging AI technology, channel partners can enhance their solutions and support offerings, further improving efficiency and productivity for their customers.

Overall, AI technology has proven to be a game-changer in the cloud communications industry. It has addressed common concerns and misconceptions and introduced new capabilities that have improved efficiency and productivity. As AI continues to evolve, it is expected to play an even more significant role in transforming cloud communications capabilities and driving innovation in the industry.

The Agile Brand Guide to Generative AI by Greg Kihlström