Real-time communications, both those based on SIP and WebRTC, can benefit from the advantages provided by new technologies to generate competitive advantages or new use cases.

New technologies such as machine learning, artificial intelligence, edge computing, big data, private 5G networks, cloud computing, etc. They can be applied to improve the user experience and functionalities of communication applications.

Unified communications, once limited to the corporate domain, are being democratized to reach new applications:

• Frontline and field workers
• Embedded communications (Industry 4.0, Smart cities, etc)
• Integration of real-time communications in mobile applications.
• New residential uses: video games, etc.

Artificial intelligence, although it is a technology that is on the rise, has already been applied, in a certain way, in some of the challenges of real-time communications, such as:

• Speech to text and transcripts
• Automatic translations
• Bots and predictors
• Life Detection
• Identification of anomalous patterns and fraud prevention

These pilot projects from the 90s have now evolved and are part of the technological commitment of the main technology providers. Startups based on artificial intelligence solutions are currently extremely popular as it is considered the last step in the processes of companies’ digitization. The most popular example related to artificial intelligence in customer service use cases to clients is the consolidation of chatbots or voicebots. It is now a realistic option for optimizing relationships with customers, who have even been named after people to emphasize the humanity of their interactions.

The autocompletion of texts in email, the automatic sending of SMS to clients, the automatic transcription of videos, are examples of day to day where artificial intelligence systems have become more common.

Although artificial intelligence-based systems have been in use for years, it seems that we are still in the early stages of implementation in the area of ​​unified communications.

Technological evolution, together with market pressure to automate processes, will change the way in which we communicate, without the fact of interacting with machines being reviled by the population due to the dehumanization of relationships as occurred in systems automation a few years ago.

At Quobis we are developing, within the framework of R&D projects, different solutions to add greater functionality to our solutions based on SIP and WebRTC. For example, we are part of the POLDER consortium, where use is made of of artificial intelligence tools to be adapted to the analysis of the degree of customer satisfaction in calls via WebRTC.

We are especially interested in using and developing artificial intelligence tools that allow us to reduce some of the main problems we face, especially in the area of ​​communications security. The detection of abnormal behavior patterns in calls, for the preventive detection of fraud, as well as the automatic validation of the caller’s identity (anti-spoofing) are areas where we are paying more attention.