A Thought on AI in Communications

Most of our clients will have a communications platform of some sort in their business with Artificial Intelligence being the hottest buzzword (and for good reason). There is something everyone should begin planning or doing, and that is gathering, archiving, and safeguarding your call logs. This will be a piece of the puzzle when you start building datasets and start working at harvesting insight from your existing data, and here is why:

Most people will stay on a solution for 5-10 years. That is 5-10 years of business calling behavior data, which can yield information like the busiest day of the year for inbound calling, outbound calling, least busy days, etc... If you run dialer traffic you can see things like bad numbers, bad lists, which area codes your team was most successful in, longest running calls by city and call direction, most active callers (outbound from the business), or most active clients, vendors, etc.. calling in, who completes the most calls, has the longest calls, calls the most internally, and a whole list of other possibilities. All of this is from call logs on your system.

You can pull or send this information to an external file or server, and store it somewhere and when you become invested in harvesting business insight data from your various sources, this should be a part of that conversation, and you would get a wealth of additional knowledge and understanding of behaviors, support callers, all manner of things. Some systems prune the logs to free disk space, others keep them forever while some will only send the full call detail record to a syslog server so it's important to know which yours is, and how to recover and safeguard that information for later use.

If you are a customer of ours for carrier services, we can capture additional call details and schedule them as reports to you if you ask. This will yield call messaging and tell you the disconnect reason and party that hung up the call, call progression, and all legs of the call including packets received and sent, and overall call health. All of these things can be deltas when seeking insight. It will cost you nothing to at least check into it and consider it especially if you are planning to change solutions soon. If you would like to discuss this further or need some help looking into it, please reach out. We are not experts on AI yet, but we are actively working on becoming experts, and we believe that it will be the single most disruptive technology in our lifetime, especially concerning business intelligence.

It is something to think about anyway. Let us know how we can help.