Most AI efforts in communications companies are focused on speech analytics. Established vendors and a growing number of startups are looking into AI technologies to improve their product offerings, create better experiences for their customers and increase their competitiveness.
CAMBRIDGE, Mass. (PRWEB) August 21, 2018
A new report from Kranky Geek Research indicates most AI efforts in communications companies are focused on speech analytics. Established vendors and a growing number of startups are looking into AI technologies to improve their product offerings, create better experiences for their customers and increase their competitiveness. With limited skills in AI available, it is crucial for companies to start early on in their journey towards AI support. Most communications vendors are only starting this journey and will require major effort to catch-up with current technology leaders.
“AI and ML will transform every industry. When computers were introduced they were like bicycles for the mind. The introduction of AI is like the space shuttle” Said Omar Javaid, Chief Product Officer at Vonage. “This is an excellent and thorough report. It is written by people that actually understand technology and how products are made.”
“There is a real demand for AI in communication products. Our partners are expecting us to have a plan for AI and the timing of this research is spot on.” Said John Logsdon, CEO and Founder of This is Drum Technologies Ltd. “This report contains a wide and detailed view of the industry, assisting us in honing our AI roadmap for our web collaboration product.”
Communications developers are interested in leveraging machine learning, but lack qualified staff to drive these efforts. Major AI cloud platform providers like Amazon, Google, and Microsoft present both promise and peril for communications app makers. They provide advanced AI APIs that can be used in RTC applications, but at the same time they often use better versions of these same APIs in their own competing communications services. The report authors advise, “The RTC industry needs to take a more proactive role in training its existing employees around ML methods and attracting ML graduates or it will continue to lose ground to other industries and outside players who will eventually come back to take RTC customers.”
About the Study
The study examined the use of Artificial Intelligence (AI) technologies for use in Real Time Communications (RTC) applications. Research consisted of more than 40, in-depth 1-1 interviews with key industry vendors, analysis of hundreds of communications products, and a web survey of nearly 100 distinct company respondents.
Findings were grouped into 4 domains:
- Speech analytics – converting speech to text and analyzing the waveform and converted text
- Voicebots – automated programs that interact with users in a conversational dialog using speech as input and output
- Computer vision – programs that analyze and understand images and video
- RTC optimization – machine learning methods used to improve VoIP media
quality or cost performance
The 147 page report includes detailed use case, technology introduction, dynamics, drivers, inhibitors, emerging features, selection criteria, and recommendations for each domain in addition to a general machine learning overview and survey analysis.
Companies evaluated in this report include:
- Crowd Emotion
- NICE inContact
Additional details on the report, along with the Executive Summary and a full Table of Contents are available at krankygeek.com/research.
The report is priced at $2950 but is available for $1950 as part of a publication launch discount that expires on September 7, 2018.
Kranky Geek Research is a unit of Kranky Geek, LLC, a technology event company holding a conference on AI in RTC in San Francisco on November 16, 2018.