VoIP and the Future of AI Voice Calling

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VoIP and the Future of AI Voice Calling

VoIP and the Future of AI Voice Calling | Telecommunication Solutions

Ever since the late Steve Jobs introduced the iPhone in 2007, organizers of major technology conferences have been making sure that their events feature at least one “wow moment” to dazzle attendees. At the 2018 Google I/O Conference, that moment involved introducing the Duplex artificial intelligence system, which can be described as the Google Assistant on steroids. The first demonstration of Duplex consisted of a virtual assistant placing a voice call to a restaurant for the purpose of making reservations; the “wow moment” was delivered by the system’s eerily human-sounding voice, which is powered by an advanced AI construct.

The Latest Developments in Google’s AI Calling Technology

A year following its announcement, Google Duplex is available to users in 43 states, mostly for making restaurant reservations. Google AI engineers and developers believe that Duplex should be able to handle more sophisticated tasks in a few years, and Voice over Internet Protocol is the underlying technology that will make it happen.

The origins of Google Duplex date back to the same year the iPhone was released. GOOG-411 was a telephone voice service that combined internet search with speech recognition technology. Without VoIP, the GOOG-411 project would not have been possible. The rise of Skype and similar services prompted software engineers to make VoIP drivers standard in operating systems, thus paving the way for AI integration and smart mobile apps such as Google Assistant and Apple Siri.

Now that Google Duplex is getting traction through the work of AI developers and linguists, the company is working on the receiving end of the project. The Google CallJoy project is essentially a very smart auto attendant that can greet callers, field questions, provide information, and effectively route their calls to the right agent. Instead of throwing callers into a phone tree menu of limited options such as “press one to be transferred,” CallJoy’s human-like voice will steer the conversation towards a business goal. A text transcript of calls is saved for the benefit of business owners and managers who wish to search for keywords or review conversations.

What is interesting about new developments such as Duplex and CallJoy is that they serve as enhancements to voice calling, a form of business communications that shows no signs of losing prominence. Connecting to the AI constructs that support CallJoy and Duplex is made possible by VoIP, and this means that future developments will only be available to companies that have upgraded from legacy PBX systems.