Ribbon goes big on AI with Over.ai

Ribbon Communications has announced that it has partnered with Over.ai to incorporate its natural language voice Artificial Intelligence (AI) platform into Ribbon’s UCaaS and CPaaS offers. The partnership will initially focus on improving employee productivity by incorporating virtual assistant services into Unified Communications (UC) clients and enhancing customer engagement by streamlining contact center services.

Ribbon chose Over.ai’s natural language AI voice platform for its ability to handle complex business interactions. The platform’s exceptional conversational capabilities enable participants to engage seamlessly in human to human-like conversation.

“Natural language AI creates an impactful new way to interact with business tools. Combining this innovative interaction model with our UC services makes it easy for end users to get more done. Customers can also reduce costs by leveraging AI as an intelligent first level of contact for sales or customer support, freeing up staff cycles for higher value engagements,” said Jeff Singman, VP Product, Kandy Business Solutions. “We’re pleased to be working with an innovation leader like Over.ai as we rapidly extend AI within our Kandy portfolio to enrich personal and business process interactions.”

Over.ai’s capabilities are being integrated into Kandy’s Live Support Wrapper, enabling customers to start their journey from a website, easily engage with an AI-based agent for frontline requests at any time and seamlessly escalate to a live agent if needed.

Ribbon is also integrating Over.ai’s virtual assistant “Omega” into its UC solutions, making it easy for users to send emails, texts, set up meetings, take action items on conference calls, or get answers to common questions via ordinary voice interactions. Leveraging natural voice commands, users can instantly engage with co-workers and customers whether in the office or on the move.

“Voice AI is really about enablement and simplifying processes. Users can simply ask for the information they need or give task-related commands, and get results more quickly, easily and cost-effectively,” said Noam Fine, CEO of Over.ai. “These benefits translate to multiple use cases, whether by adopting virtual agents to extend a customer’s access to your sales or support team or improving staff productivity via task automation. We’re excited to integrate with Ribbon’s extensive portfolio of UC and CPaaS tools to deliver accurate and impactful results.”

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David Dungay

Editor - Comms Business Magazine