A keynote speaker at the recently held UCEXPO show said that artificial intelligence (AI) would deliver a myriad of benefits to unified communication. However, he also said that the current consumer-grade artificial intelligence (AI) is not up to the task as far as assisting businesses is concerned.
During the London-based show, Zeus Kerrayala, a networking analyst, added that general set of issues persists in unified communications (UC), mainly relating to system usability. These problems include not knowing how to be part of the meeting, share documents, uncertainty over who should have been invited and who is in the meeting, or how to make video features work appropriately.
Future AI-improved unified communications systems could enhance meetings with numerous features like automated identification and facial recognition to assist meeting set-up, transcription or more intuitive call recording, possibly based on keywords. What’s more, more improved artificial intelligence (AI) features could provide users recommendations regarding the people who should be part of a team meeting as well as generating minutes or even proactively finding or uploading useful content.
Zeus Kerrayala also cautioned that mass-market voice assistants including Apple’s Siri and Amazon’s Alexa are not suitable enough for business applications. He emphasized that even though these voice assistants are gaining massive popularity around the world, they are not created equal, which is something to ponder. For Kerrayala, the available consumer-grade voice assistants are incorporated with what he terms as shallow artificial intelligence (AI), which aids in offering a wide array of information like weather forecast and football scores. However, this technology collapses when requested to undertake something sophisticated.
In his speech, Kerrayala said that you are unlikely to be concerned about the weather when in a business environment. What you care about, for instance, in a hospital, is the patient’s terminology or status, which is difficult for Alexa to comprehend. Although solving this issue is a daunting task, extra narrow, deep artificial intelligence (AI) systems coupled with vertical expertise could be the much-needed solution.
Kerrayala ’s speech was received warmly by Computer Weekly. In turn, the industry publication wrote that the unified communications concept is currently broad-ranging to the extent that it is ideal for disruption or enhancement through artificial intelligence.
The term unified communications or UC has expanded to include other systems like instant messaging and video conferencing as opposed to just voice over IP. Also, technologies such as document management, team spaces, and interactive whiteboards have all been absorbed by the term. However, Zeus Kerrayala said that if you think about the number of UC tools as well as the content and data they produce, it is safe to conclude that the ability of individuals to interpret data would be limited.
Currently, employees are getting crushed under the overwhelming weight of the data. Worst, the unified communications (UC) tools they have or use are in most cases ineffective. According to Kerrayala, there are numerous ways to communicate today, and human beings are utilizing all of them. He added that the connection between AI and UC is intended to assist people to carry out their jobs better through allowing machines to interpret data and evaluate information rapidly.