Avaya upgrades voice platforms with biometrics and other AI capabilities

Avaya has integrated biometrics, real-time sentiment analysis, and other AI-enhanced technologies into its voice communication platforms for richer, more seamless customer and employee experiences, and will demonstrate the integrations at the upcoming GITEX Technology Week.

A recent survey from Avaya shows that more than 70 percent of people prefer to contact customer services by phone, and believe it is the most effective way to get the best answer, according to the announcement. While there is mounting evidence that for increased customer acceptance of and demand for digital technologies like chatbots and biometrics, research suggests that 25 percent of these interactions will be conversational.

To meet these evolving market needs, Avaya has expanded the capabilities of its SDK with conversational AI, natural language processing, analytics, and cognitive machine learning from ecosystem partners and internal developers. The company’s Equinox Unified Communications platform is enhanced with integrated cognitive services from Microsoft, Google, and others to provide voince-enabled virtual assistants for the enterprise, secured by BioID authentication with facial and voice biometrics.

“Voice remains the cornerstone of customer service, and there is a clear opportunity for its extended application to enrich customer journeys,” said Chris McGugan, Avaya senior vice president of Solutions and Technology. “Through our position as the leading provider of enterprise communications solutions, we have been embracing new and exciting technologies that enable us to effectively address these changing customer preferences and deliver voice as a more powerful user interface, for both customers and employees.”

At GITEX, Avaya will demonstrate conversational IVR for biometrics integration and sentiment-based call routing.

A recent study by Pindrop suggests that as use of the voice channel increases, it is increasingly targeted for fraud, emphasizing the importance of strong security measures like biometrics.

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