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.
Explore how enterprises are rethinking communications to drive AI-enhanced outcomes.
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