India, July 17 -- A sales review ends, and before participants leave the virtual meeting, the discussion has already been summarised, action items assigned, follow-up emails drafted, and the CRM updated. In a customer service centre, an agent speaking to a caller receives real-time prompts, while the conversation is transcribed, analysed for sentiment and automatically logged into the ticketing system.

These are no longer isolated demonstrations of artificial intelligence (AI). They illustrate a broader shift in which enterprise communications is evolving from a system that connects people into one that understands conversations, captures organisational knowledge and triggers business processes.

As AI becomes embedded into meetings, voi...