Companies strive to enhance digital engagement for all stakeholders as the demand for new and intelligent applications rapidly increases. The reason for the increased demand is because today’s consumers seek seamless and sensational communication experiences through their preferred applications and channels. However, building such experiences from scratch can be a challenging and expensive task, especially for businesses lacking a large team of developers and AI experts.
Moreover, the competitive landscape has made it increasingly challenging to find and hire skilled developers, giving rise to a new community of non-developers, known as "citizen developers." These individuals seek to create applications quickly and easily or enhance existing ones with real-time communication and seamless digital experiences.
To simplify and democratize intelligent app development, Vonage – a provider of cloud communications services for businesses – introduced the Vonage AI Acceleration Suite, a portfolio of programmable components designed to expedite and streamline the development of smart applications that can drive business productivity and enhance customer experiences.
The AI Acceleration Suite is equipped with AI-capable, low-code/no-code tools that can be integrated with Vonage Communications APIs for voice, video, SMS and messaging to enable the deployment of omnichannel customer journeys at scale.
The Vonage AI Acceleration Suite consists of three primary components:
The first is AI Studio. The low-code/no-code solution enables intelligent customer conversations in multiple languages by leveraging natural language understanding (NLU) and machine learning (ML) capabilities. The recent update expands conversation-building capabilities, enabling integration with any web chat UI and enabling the exchange of media files such as images and videos. It also includes a native Salesforce integration that provides a 360-degree view of customer history and preferences and supports live agent routing.
The second component is Proactive Connect. This scalable API for bulk two-way communications across SMS, MMS, social messaging and voice channels enables personalized customer engagement through auto-responses, AI Studio conversation flows or live contact center agents. Its low-code dashboard interface enables personalized customer engagement at scale.
The third is Meetings API. This customizable, low-code/no-code solution for global video conferencing includes features such as screen sharing, whiteboarding, chat, reactions, and recording, enhancing the user experience and workflows without the need for developer expertise.
"Enterprises today are looking for solutions that speed and simplify the development of intelligent, AI-powered customer experience applications," said Savinay Berry, EVP, Product and Engineering for Vonage. "Vonage AI Acceleration Suite enables businesses to create better outcomes and enhance productivity with AI processing and programmable solutions that are essential for developers and non-developers alike to meet this growing demand for simpler and faster methods of application development to create a better overall customer journey."
By using the Vonage AI Acceleration Suite, businesses and developers can take advantage of AI and customer data to create intelligent, automated customer experience applications that drive productivity and engagement.
For example, after experiencing rapid growth in its call center operations, Interaktiv – a company specializing in lead management software – found the use of AI-powered virtual assistants and bots to assist agents in making calls was necessary. By utilizing the Vonage AI Acceleration Suite, Interaktiv took advantage of low-code/no-code components, enabling them to create user-friendly interfaces that could be used by anyone on their team to develop useful apps and bots that facilitate customer engagement.
That solidifies just how AI Acceleration Suite enables businesses to rapidly deploy omnichannel customer journeys and deliver smarter solutions that drive better experiences and engagement for all stakeholders.
Edited by Alex Passett