Infosys TechCompass

Unified communications and contact center as a service

Trend 9: Generative AI enhances real-time communication as a native and service offering

Real-time video and voice calls, both one-on-one and multiparty, are key components of unified communications as a service (UCaaS) and contact center as a service (CCaaS). Recent advancements in AI have significantly enhanced user experiences and revenue generation. These resources are available as a service, driving bespoke solutions tightly integrated with communication channels. Key features include live transliteration and translation for seamless communication, session summaries for stakeholders and analytics, and next-generation user experiences with AI-powered personalization and virtual presence.

A European luxury automotive company partnered with Infosys to develop a customized unified communications solution for cross-geography collaboration. The solution features live language transliteration, enhancing communication within a diverse R&D team. Hosted on Azure, it uses Azure Cognitive Services, Azure OpenAI APIs, MS Graph and Communications APIs, and MS Teams.

Unified communications and contact center as a service

Trend 10: Hyperpersonalized self-service reduces labor costs for contact centers

Conversational AI automates customer interactions in contact centers through chatbots: By 2026, these AI deployments are expected to reduce labor costs by $80 billion, with 85% of service interactions becoming virtual, according to Gartner.

Large language models (LLMs) enhance self-service experiences by providing creative, personalized, and human-like responses. These allow conversational bot assistants to adapt proactively, with minimal human intervention. Currently, only one-third of contact centers deliver real omnichannel experiences. However, the rise of multimodal AI in 2024 will help businesses deliver a more consistent experience across channels. Additionally, multimodal solutions will allow companies to create bots and virtual agents that are more intuitive, creative, and dynamic.

Enterprises should leverage AI advances to develop self-service bots that can function across the business, drawing on both historical and current knowledge from various areas. These advanced assistants will facilitate greater self-service for employees, reducing the need for human agents and thereby lowering costs.

A large US communications provider partnered with Infosys to develop personalized conversational self-service bots using Google Dialogflow and a generative AI LLM. These bots helped improve self-service for billing inquiries and reduce call transfers to human agents, decreasing agent labor costs and the total cost of ownership.