AI at Bicom: Less buzzword, more breakthrough

Adna Čolo, Product Owner at Bicom Systems, explains that Bicom's AI starts with real problems partners deal with, like too many calls to handle and repetitive tasks eating up time. Instead of a fixed, one-size-fits-all tool, it's built so partners can customize it and connect it to their own systems.

Two new features are coming in v8. Voice Agents answer calls, route them to the right place, and take action in real time, but a human can always step in when needed. Live Transcription turns conversations into text as they happen, so nothing gets lost.

She shares a great example: a customer checks their ticket status, and the whole process, including verifying who they are, is handled by AI. Another example is booking appointments automatically, any time of day, even outside business hours.

She closes by looking ahead: AI that picks up on the tone of a conversation, and eventually becomes a kind of everyday assistant built right into how people work.