Real-time decision intelligence: AI's role in modern cloud communication systems

Singh, Harpreet Paramjeet (2025) Real-time decision intelligence: AI's role in modern cloud communication systems. World Journal of Advanced Engineering Technology and Sciences, 15 (2). pp. 1604-1615. ISSN 2582-8266

This article investigates the integration of artificial intelligence technologies in cloud-based communication systems with a focus on real-time decision-making capabilities. Machine learning, deep learning, and reinforcement learning algorithms enable modern communication platforms—including enterprise collaboration tools, contact centers, video conferencing systems, and specialized communication networks—to process large volumes of data instantaneously. This intelligence leads to practical applications such as dynamic resource allocation in contact centers, intelligent routing based on customer history, sentiment analysis that detects user frustration, and video quality optimization based on participant roles. The technological foundations necessary for low-latency AI operations are examined alongside security implications and computational challenges. Findings indicate that AI-driven real-time decision making not only enhances operational efficiency but fundamentally transforms how organizations and users interact with cloud communication platforms, pointing toward increasingly context-aware and predictive communication systems that adapt to user needs rather than requiring users to adapt to system limitations.