Avaya upgrades voice platforms with biometrics and other AI capabilities

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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.