“The first thing we try to do is to think about our delivery process through our resellers and integrators,” says Brad Taylor, VP of AI Technologies at IntelePeer. “What you really need to have to successfully deliver an enterprise solution is a co-creator model,” Taylor adds. In this podcast, Taylor discusses how AI can be used as a practical tool to combine CPaaS with SMS, digital communication and more to provide customers with seamless and positive customer experiences, which interact with the customer at the level, and with the method, customers want. We learn how IntelePeer is establishing leadership in this field and how the company views this market as a major opportunity. Recognizing that a human being might be the best choice for certain interactions, Taylor argues that AI can be developed so that it doesn’t give customers the impression that technology is being used to prevent customers from ever making a human contact, but rather to organize, distribute and manage those interactions to just the right people, while allowing other customers to get their needs met before human contact. Taylor also notes how their approach can leverage available five-nine reliability, maximizing assets that are often already in place.
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