The document discusses how artificial intelligence will shape the future of voice over internet protocol (VoIP) and unified communications by augmenting areas like contact centers, interactive voice response systems, and chatbots to improve customer service and operating efficiency. A 2017 Gartner report predicts 30% of companies will adopt AI to enhance at least one primary sales process by 2020. The integration of AI into contact centers, IVR, and chatbots has the potential to personalize customer interactions, automate routine tasks, and reduce the need for customer service representatives.