Infosys TechCompass

Unified communications and contact center as a service

Trend 9: AI-enabled call monitoring and self-healing redefine communication reliability

UC is entering an AI-driven era with real-time call quality monitoring and self-healing capabilities. UC systems can autonomously detect issues such as latency and packet loss, trigger diagnostics, and optimize configurations or network paths to maintain call quality. This shift from reactive maintenance to proactive service assurance reduces downtime, enhances user experience, and transforms UC operations.

To enable this transformation, Infosys has developed AI UC Operations Assist, a next-generation solution designed to revolutionize UC environments through intelligent operations. It leverages AI for call quality diagnostics, anomaly detection, and predictive insights. The solution works well with UC platforms like Microsoft Teams, Cisco Webex, and others. Delivered as a SaaS offering, it utilizes advanced technologies, including LLMs such as LLaMA and Gemini.

Unified communications and contact center as a service

Trend 10: Voice AI and agentic automation enhance user experience

Voice AI is transforming enterprise operations — from customer service to internal communications through agentic, human-like conversations and hyperpersonalized self-service that lowers contact center costs. Evolving from reactive support to proactive experience hubs, voice AI powered by generative AI enables intelligent interactions. As AI agents handle routine tasks, human agents focus on complex, empathy-driven engagements, redefining customer experience and positioning contact centers as strategic growth drivers.

One of the largest specialty apparel companies in the US is partnering with Infosys to develop personalized conversational self-service bots using Observe.ai's voice AI and generative AI LLM. The goal is to advance their internal service desk user experience with these bots to help improve self-service and reduce call transfers to human agents, decreasing agent labor costs and the total cost of ownership.