{"id":47766,"date":"2021-05-25T05:33:56","date_gmt":"2021-05-25T12:33:56","guid":{"rendered":"\/us\/en\/blog\/?p=47766"},"modified":"2025-03-13T06:39:44","modified_gmt":"2025-03-13T13:39:44","slug":"robots-are-go-artificial-intelligence-is-here-and-its-about-to-make-meetings-smarter","status":"publish","type":"post","link":"\/us\/en\/blog\/robots-are-go-artificial-intelligence-is-here-and-its-about-to-make-meetings-smarter\/","title":{"rendered":"Robots are go: Artificial Intelligence is here, and it\u2019s about to make meetings smarter"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Highlights:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">RingCentral acquired pioneering \u201cconversational intelligence\u201d AI technology in December, 2020.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">AI will extract meaningful insights from conversations in your meeting\u00a0 &#8211; so you don\u2019t have to.<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Think back to the best meeting you\u2019ve ever been in. Can you remember every agenda item? Next step? Who to follow up with? On a good day, we\u2019re lucky to remember what got decided and by whom. (And possibly the snacks.) That\u2019s where the robots come in. No, they won\u2019t go to meetings for you. But what if robots (Ok, artificial intelligence,) could do the note-taking, calendar-checking and summarizing for you? It\u2019s looking more and more like a reality\u2014and one we\u2019ll be enjoying, soon.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>Innovation in high gear<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Creating smarter meetings demands rapid innovation. And rapid innovation sometimes means acquiring existing technologies, as opposed to reinventing the wheel. That\u2019s why, last December, RingCentral acquired DeepAffects, a \u201cconversational intelligence\u201d pioneer known for using AI to extract meaningful insights from business conversations.\u00a0We sat down with founders Prashant\u00a0Kukde and Sushant Hiray to find out what that means, and how it works.\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>Talk to your doctor<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Kukde and Hiray started out applying AI to healthcare, specifically how the things patients were telling caregivers could indicate larger issues.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWe were looking at how AI could be used in the healthcare space\u2014applying it to patient data and trying to figure out if it could help determine what patients were at risk for,\u201d says Kukde. \u201cBased on a patient&#8217;s past history, we were actually using AI to predict whether they were at risk for diabetes, hypertension, and so forth. Then, we moved into applying AI to speech.\u201d\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>We hear you<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">As AI\u2019s capabilities grew, the DeepAffects team saw AI being applied to text and speech, but not the audio portion of conversations &#8211; where tone, volume and cadence tell us a lot about what\u2019s <\/span><i><span style=\"font-weight: 400;\">really<\/span><\/i><span style=\"font-weight: 400;\"> going on.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWe quickly realized that speech is the heart of what we capture in text and video,\u201d says Kukde. \u201cMost of the NLP, (Neuro-Linguistic Processing) and NLU (Natural Language Understanding) work is on the text and the video side, and very little effort that has been put on the speech side. So we realized there was an opportunity to create a platform that focuses on audio as the primary data source.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>Sum it up for us<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Just transcribing words from a recording doesn\u2019t make meeting attendees more effective. It just gives them more to read. But what if AI could pull the meaningful words out? Things like target dates and next steps? According to Hiray, that\u2019s called \u201cconversational intelligence\u201d\u00a0 &#8211; and it might just help you spend more time solving issues in your next meeting\u2026and less time dealing with the mechanics of the meeting itself.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cWhat we focus on is \u201cconversational intelligence.\u201d You have a sales conversation, a customer support conversation, any business conversation. In today&#8217;s world, people record these conversations, but they\u2019re never really analyzed. People still have to take notes and say \u201cOkay, here\u2019s what we discussed.\u201d But what if AI could act as your assistant? One who is smart enough to pull the important points out of a meeting, reduce your work and improve your productivity? We see this as the first place RingCentral users are going to see the value. Our AI models will auto-generate a short summary and a full summary of the entire conversation. So you don&#8217;t have to take notes &#8211; you can take a detailed look at a whole meeting, or get a summary of the high points, automatically.\u201d\u00a0<\/span><\/p>\n<h3 class=\"heading h3\"><b>Know what we\u2019re saying?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Anyone who\u2019s ever asked their digital assistant for directions to the nearest Starbucks and come up with showings for the next <\/span><i><span style=\"font-weight: 400;\">Star Trek<\/span><\/i><span style=\"font-weight: 400;\"> knows &#8211; AI has to be smart to deliver. Kukde thinks RingCentral\u2019s is.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cIn meetings people are discussing multiple topics, making decisions, maybe debating how to solve a particular problem, and laying out next steps. What the AI offers is, after the meeting, it will generate a list of tasks you agreed on, and summarize the decisions you made in the meeting. That\u2019s the important part. That\u2019s what you need. And this AI is advanced enough to be able to accurately gather this information directly from an unstructured audio conversation. Add a capability like this to RingCentral Video and it really sets us apart from the competition.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>Hearing vs. listening<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Knowing what was said is nice. Knowing what it <\/span><i><span style=\"font-weight: 400;\">means<\/span><\/i><span style=\"font-weight: 400;\"> is a game-changer for businesses. Hiray says that\u2019s a key feature of RingCentral\u2019s AI.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cA core component for us is our Emotion Recognition module. Everyone wants to focus on customer experience\u00a0 &#8211; on what people think about your product or service. Right now, you can record and store a call, but you\u2019re basically getting maybe 1% of the information you need. You know it was a sales call, or a service call, and when it happened. What you really want is to understand what your customers want, which is difficult at scale. The Emotional Recognition feature shows us trends within calls &#8211; did it start with a negative or neutral emotion, but ends with a positive note? That\u2019s a good service call. Did it end on a negative one? That\u2019s not so good. We should pay attention to that.\u00a0 When you\u2019re able to categorize these using metadata, you can now rank them in order of importance. Add that to the content and the insights, and we\u2019re finding you can do a lot with these conversations: unlock productivity improvement, drive sales goals, improve service and more. By combining the content and the emotion, all of a sudden, the way you search for insight gets a lot smarter &#8211; and so does your company.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>We welcome our new robot overlords<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">We know you\u2019re thinking it, because we are, too: Should we be creeped out by all this? Kukde says we should remain calm.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cAI is more like a Really Helpful Fifth Grader than some sort of Skynet who can dominate human civilization and all that. All this AI is very, very much in the assistive space. What we&#8217;re looking for is augmenting our intelligence. We want to spend our time solving problems, not scheduling meetings for solving problems. No one\u2019s interested in doing mundane things. We\u2019re all better-served if we have more brain space for innovation, and ideas and things like that. AI is here to deal with the processes &#8211; it\u2019s just going to help you live a happy life.\u201d<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Even if that\u2019s <\/span><i><span style=\"font-weight: 400;\">exactly what a hyperintelligent robot bent on subjugating humanity would say, <\/span><\/i><span style=\"font-weight: 400;\">we admit, we\u2019re excited by the prospect of delivering a better experience for our customers. And even more excited to do less busy work in the process. Innovation happens fast. It\u2019s exciting. It\u2019s challenging. It\u2019s even a little scary. But\u00a0 if we get smarter meetings out of the bargain? That\u2019s a pretty good deal.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">#strongertogether<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: RingCentral acquired pioneering \u201cconversational intelligence\u201d AI technology in December, 2020. AI will extract meaningful insights from conversations in your meeting\u00a0 &#8211; so you don\u2019t have to. Think back to the best meeting you\u2019ve ever been in. Can you remember every agenda item? Next step? Who to follow up with? On a good day, we\u2019re &#8230;<\/p>\n","protected":false},"author":769,"featured_media":47768,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390,18885],"tags":[],"class_list":["post-47766","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","category-ringcentral-newsdesk"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Robots are go: Artificial Intelligence is here, and it\u2019s about to make meetings smarter | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"We are moving to a smarter meeting experience thanks to Artificial Intelligence. 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