Covering Disruptive Technology Powering Business in The Digital Age

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has launched the Vonage AI Acceleration Suite. It is a portfolio of Artificial Intelligence (AI)-capable, low-code/no-code programmable components. This portfolio speeds up and simplifies the development of applications that deliver smarter solutions to drive business productivity. It integrates Vonage Communications APIs for voice, video, SMS and messaging. Thus, the AI Acceleration Suite allows businesses and developers to rapidly deploy rich, omnichannel customer journeys. These leverage the power of AI and customer data to incorporate intelligence and automation into their customer experience applications.

The need for new, intelligent applications is accelerating. Nowadays, organisations look to enhance digital engagement for every stakeholder (customer, agent, and employee) to address each unique use case. This, coupled with an overwhelming demand for developers, has resulted in the rise of a new community of non-developers. These “citizen developers”  are looking to create applications easily and quickly. They are also looking to turbocharge existing applications with real-time communications and seamless digital experiences.

“To meet evolving customer needs for better ways to connect across channels of choice, enterprises today are looking for solutions that speed up and simplify the development of intelligent, AI-powered customer experience applications,” said Savinay Berry, EVP, Product & Engineering at 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.”

The Vonage AI Acceleration Suite includes:

• AI Studio. The award-winning AI Studio is a low-code/no-code solution that enables smart customer conversations in multiple languages. It incorporates natural-language understanding (NLU) and Machine Learning (ML) capabilities using AI. Recent updates to AI Studio have expanded the scale of conversation building. It now has the ability to integrate with any web chat UI and send and receive various media. Additional updates include native Salesforce integration to manage Salesforce records while facilitating a 360-degree view of customers’ history and preferences. Also, it now offers an Audience API & UI where AI Studio integrates with additional frictionless CRM platforms and agent routing.
• Proactive Connect. Announced in March 2023, Vonage Proactive Connect enables two-way, one-to-one, personalised omnichannel conversations at scale. It has a low-code dashboard interface and highly-scalable API for bulk two-way communications across a variety of channels. In turn, this enables personalised customer engagement supported by auto-responses, or connected through AI Studio conversation flow. It can also be connected to live contact centre agents, creating better engagement for enhanced customer journeys.
• Meetings API. Also announced in March 2023, Vonage Meetings API delivers global, customisable video conferencing capabilities. These include screen share, whiteboarding, chat, reactions, recording and more. Importantly, these are in low-code/no-code solutions. As a result, they enhance interactions by integrating visual engagement directly into the user experience and workflows without the need for developer expertise.

Vonage AI Acceleration Suite solutions can be used together or flexibly in different combinations. Alternatively, it can be individually according to application need. In addition, developers can extend use cases and build specialised applications on top of AI Acceleration Suite solutions. This can be done with open access to Vonage communications APIs for voice, video, SMS and messaging.

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