How AI is Reshaping Unified Communications

International Data Corporation (IDC) at IDC

AI is transforming unified communications by significantly enhancing workflow management between customer-facing and back-office employees, streamlining data flow, and improving decision-making. By 2026, most enterprises will adopt AI-enabled cloud communication APIs to enhance personalized customer and employee engagement, driving better business outcomes. This shift is leading to increased operational expenditures, reflecting the broader move towards cloud-based digital engagement platforms. This broader trend is reflected in several key developments:

Conversational engagement apps leveraging AI and multiple communication channels are widely planned or in use.
AI is automating simpler customer service tasks through chatbots, allowing human agents to focus on complex interactions.
AI capabilities have become critical criteria in selecting cloud communication platform vendors.