Artificial Intelligence (AI) is a relatively new technology still being explored, deployed, and refined. Many discussions will be held over the coming years on how to best leverage AI’s capabilities, from how it is taught, managed, and overseen; through to the benefits it will bring to workers, managers, and customers .
Moderators Nicole Folino, Regional Vice President, and Linzie Janis, Emmy Winning Journalist and Communications Consultant, welcomed João Camarate, Broadvoice CTO; Craig Walker, Dialpad CEO; Brett Gilsinger, GigTel President and Chief Technology Officer; and Kristy Thomas, Vonage SVP Global Channel & Alliances to the stage to explore this highly requested conversation.
“What is the world without AI,” kicked off Craig Walker. “No matter how many people you hire (to review interactions), you’ll only get 3-4% of the calls, and it’s really hard and really expensive. What AI will do, is all these things, across channels, accurately and consistently. We build it into the core of the communications stack, then the agent is more intelligent and accurate and can move on to the next call quicker, and all the magic stuff happens.”
“We have internal AI to help us, and then external AI, to help customers,” states Brett Gilsinger. “We’re developing our own (AI), so the customer’s data is in-house, not on the Cloud anywhere. A lot of customers are concerned about Privacy when it comes to AI. You’re taking this information and put it in a black box and they don’t really know what happens to it. You assume that it will be used in the pursuit of answering your question, but where does it go after that? GigTel does that in-house, without sharing (with) third parties. The data that we collect from you, goes towards providing services to you.”
“What’s going to happen next is the technology is going to become proactive,” adds João Camarate. “It will become a personal assistant, this is one of the widely adopted use-cases into the future – where you have technology doing anything on your behalf. Companies are also going to adopt a proactive stance, where they are going to replace some of the labor with AI, some of which will also be within Cybersecurity. AI can do a great job there, with detection and deployment of countermeasures.”
“We have looked at how this technology has evolved,” concludes Kristy Thomas, “and then leverage AI throughout our platform to reduce points of friction, for internal users and external users. The reality is that AI is being woven throughout solutions. A great tool to use for organizations, when you’re trying to identify a use-case that brings high value is the AI Use-case Prism for Customer Service and Support, it allows you to track all the different use-cases that a customer might have for feasibility for leveraging AI and starts plotting them for your customers identifying which they can get the most benefit out of.”
We are still only at the beginning of the adoption of AI, which organizations and individuals have been embracing at a record-setting pace. New use-cases and approaches are being developed and discussed every day. To hear the complete conversation from these leading industry voices, watch the Mainstage session replay now!
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