Business phone systems and customer service have come a long way from the purgatory era of being on hold forever, forced to endure music that could permanently damage your ears.
For the record, an Australian man was once put on hold by Qantas airline for 15 hours – and lived to tell the tale. In an another audio endurance, a cover of Britney Spears’ “TOXIC” played on the flute has been crowned the “worst hold music ever.”
Thankfully, those days of endless waiting and questionable playlists are fading fast.
Today, customer expectations have taken a quantum leap. People want instant access, friendly and personalized answers, and consistent follow-up — no matter which channel they use to contact your business. In the past, businesses coped by hiring more agents or expanding call center hours. Now, staying competitive means adopting smarter technology.
That’s where artificial intelligence (AI) and unified communications platforms like GoTo Connect, come into play. By blending the human touch with the speed, efficiency, and precision of machine learning, these advanced tools are redefining what great customer service looks like.
At ATSI Business Communication Systems, we’ve seen firsthand how Houston-area businesses are leveraging AI-driven features in GoTo Connect and other business phone systems to simplify communication, boost productivity, and create standout customer experiences.
In this blog, we’ll explore exactly how AI is transforming business phone systems—and why the “hold music horror stories” may finally be behind us.
The rise of AI isn’t about replacing people — it’s about empowering them.
According to McKinsey & Company, businesses that use AI-driven customer engagement tools report up to 20 percent higher customer satisfaction scores and significant gains in efficiency. AI automates routine tasks, manages high call volumes, and extracts insights from customer data that would otherwise be missed.
For small and midsize businesses, that means competing at the same level of responsiveness once reserved for enterprise-class call centers — without adding headcount.
AI-driven systems can now:
The result? Customers get faster answers, fewer transfers, and a more seamless experience every time they reach out.
Not long ago, business communication revolved around PBX systems, long-distance lines, and manual call transfers. Then came cloud-based VoIP and unified communications, which allowed voice, video, chat, and meetings to live in one platform.
The next leap forward — already well underway — is AI-enhanced communication.
Instead of simply connecting calls, modern systems like GoTo Connect use AI to interpret intent, anticipate needs, and support users before they even realize what they need help with.
Imagine:
This isn’t the future — it’s what GoTo Connect users are experiencing today.
GoTo Connect has always been more than a phone system. It’s a complete communications hub, bringing together:
Now, by layering in AI-powered capabilities, it’s helping businesses deliver smarter, faster, and more consistent customer experiences across every touchpoint.
Every meeting or call can be automatically transcribed and summarized, capturing critical details such as next steps or customer concerns. This eliminates the need for manual note-taking and ensures important information never slips through the cracks.
AI analyzes call history, customer preferences, and agent availability to send each call to the most qualified person. No more “Please hold while I transfer you again.”
Integrated virtual agents can handle simple inquiries like hours, directions, or account updates, freeing live agents to focus on complex or high-value interactions.
AI filters out background noise and enhances voice quality automatically, making every call sound professional even in busy environments.
By examining historical call data, AI can forecast call volumes, detect recurring service issues, and provide management with actionable insights for staffing and training.
Together, these features give teams the tools to deliver faster resolutions, better accuracy, and a higher level of service consistency — all from within a single GoTo Connect dashboard.
AI’s real strength lies in its ability to transform raw communication data into intelligence. Every phone call, voicemail, and chat contains valuable context about what customers need — AI makes that information usable.
For example:
Instead of guessing what customers want, AI helps businesses see patterns clearly and act proactively.
Even as AI automates more communication tasks, the human element remains central to effective customer service. The goal is not to replace personal connection but to enhance it.
Think of AI as the foundation — handling routine, repetitive, or data-heavy processes — while your employees focus on empathy, problem-solving, and relationship-building.
A well-configured GoTo Connect system can automatically route, record, and document interactions so your team can spend their time on what truly matters: connecting with people.
As a certified GoTo Connect partner, ATSI Business Communication Systems delivers more than technology — we deliver local expertise.
For over three decades, we’ve helped Houston-area organizations modernize their communications with solutions that are:
When we deploy GoTo Connect, we tailor it to each client’s workflow — ensuring that AI features, call routing, and collaboration tools align with business goals, not the other way around.
AI has officially entered the front lines of customer service — and GoTo Connect, powered by the expertise of ATSI Business Communication Systems, makes it accessible, practical, and impactful for any size business.
If you’re ready to explore how AI can enhance your business phone system, streamline your workflows, and improve customer satisfaction, we’re here to help.
Contact ATSI today to schedule a demo and discover how GoTo Connect can transform the way you communicate.