Happy World AI Day! Today, we celebrate the incredible advancements in artificial intelligence and explore its transformative impact on our world. In this special blog series, we delve into the various facets of AI, from groundbreaking innovations, to pressing ethical considerations, and security challenges.
Join us as we engage with different executives within Intermedia to discuss the fast and dynamic utilization of AI within our operations and beyond. We kick off our series with an insightful conversation with Irina Shamkova, Chief Product Officer at Intermedia. Discover Irina’s outlook on AI’s role in revolutionizing the Contact Center industry and how these advancements are shaping the future.
Thank you so much for interviewing with us in honor of World AI Day. AI can be applied to so many different industries and functions. What does the future of AI look like for the Contact Center/Unified Communications industry?
IS: From my perspective, AI in the contact center (CC) and in the unified communications (UC) industry is all about smarter communications. A cohesive and successful UC and CC business operation is when employees of one organization are talking to and collaborating with one another. Given that knowledge, the challenge is, how to create the most effective contact center? I believe AI offers an endless opportunity of optimization that enables greater connection amongst employees, leading to more effective collaboration, which then results in a much better customer experience. It is up to us to put the best parts of this new technology [generative AI] to work and focus on how AI can help address current problems and challenges. I believe AI can help propel our technologies forward.
What are the main ways that AI is used at Intermedia or the main ways that you’ve seen AI being used at Intermedia?
IS: We use AI-powered tools to drive and support various business functions, and enhance our collaboration and communication platform. For our customers, we focus on integrating generative AI into enhancing and improving upon existing functionality. This allows them to use these enhanced capabilities to interact with their customers or employees more effectively.
AI can be used on a daily basis in so many different ways. Why is it essential to invest in AI?
IS: To stay competitive in any industry, it’s crucial to start using AI. By applying AI to specific tasks, you can increase efficiency and reduce costs, allowing you to focus on other parts of your business. As AI becomes more applicable to more areas, you can find additional efficiencies across your entire business, helping you stay competitive in the market.
Intermedia has many unique functions and features such as its new Archiving platform. How is Intermedia staying ahead of AI trends?
IS: As a communications platform, we are where our customers are capturing their conversations, chats, emails, SMS messages, recordings, and meeting notes What sets us apart is our exceptional archiving platform, which securely stores all this data. With this extensive data, we can provide valuable insight to our customers. Now, we’re excited to enhance our platform with generative AI features and advanced analytics. This cutting-edge technology will greatly improve the tools our customers are already using. I’m thrilled about bringing these innovations to our customers over time.
In honor of World AI Day, what advice would you give to customers or consumers of AI?
IS: AI isn’t a magical solution for all different problems; it is designed to solve specific issues effectively. It can excel in targeted, narrow use cases. Privacy and security are crucial, so it is very important to monitor AI use and optimize it over time to prevent oversharing. At Intermedia, we specialize in unified communication and collaboration, which positions us to perfectly to leverage the power of AI. We’re excited to in various ways to help our SMB customers become more effective and successful, leveraging this phenomenal technology to its fullest potential.
Thank you for joining us in this insightful discussion on the impact of AI in today’s rapidly evolving landscape. As we continue to explore the vast potential of AI, we’re committed to integrating these cutting-edge technologies to help our customers thrive.
Stay tuned for more in-depth conversations with industry leaders and experts as we dive deeper into the innovative ways AI is transforming businesses and enhancing productivity. We’re excited to continue this journey with you, bringing the latest advancements and insights to the forefront.
Happy World AI Day, and here’s to a future powered by intelligent solutions!
Elissa Luce
