Tech conferences in 2020 were different from previous years. All the major events went digital, and we learned that online gatherings could be as engaging, interactive, and informative as in-person ones. Continuing that trend in 2021, at least for the foreseeable future, is the most notable consumer electronics convention – CES.
Unified communications tools and technologies were once more in short supply at this year’s event, as had been the case in previous years. We did catch up with the few UC companies in attendance though – and here is what we found out.
Artificial Intelligence and UC at CES 2021
In the future, Artificial intelligence is a technology that will likely act as an even larger catalyst for change than it does today. It is already shaping how agents interact with customers and how we leverage data to enhance said experiences.
To ensure pleasant encounters, AI models must be trained, and agents must know how to leverage these tools. What about those in management? These individuals are set to play an even more key role in that equation of the future of UC. They will have to be well-versed in the art of utilizing AI in contact centers along with other customer-centric areas. This could ensure the best possible experiences for everyone involved.
I reached out to Cryfe, a Swiss behavioral analysis software company. The organization combines behavioral analysis techniques with artificial intelligence to produce unique insights for businesses. This includes the use of deep learning, computer vision, and diarization to detect authenticity in conversations. Cryfe is one of four (out of 34) female-led and founded start-ups invited to CES 2021.
Founded by Caroline Matteucci, a former police inspector trained in profiling techniques by FBI profilers, Matteucci noted at CES that the pandemic has affected the way people work around the world. She continued, touching on the purpose of AI in UC and the ever-changing landscape of the industry, adding:
“AI can help companies keep thriving on a decentralized, digital world. The purpose of AI is to integrate into CPaaS offerings like Microsoft Teams or Zoom in a way that enhances the end-user experience”
Painting an even more vivid picture, Matteucci expanded on this thought: “Suppose that salespeople from different companies compete to sell you a product. Each of them can either be authentic about the product they want to sell, or they can try to conceal what they do not want you to know about it.” Matteucci said, in face-to-face meetings, it is simpler to detect when someone is facetious. It is not so easy to do so in a virtual meeting. A complication, no doubt brought on by the pandemic, Matteucci added:
“Our intuition can betray us in a virtual setting. In such a context, AI may be your strongest ally”
Full disclosure, Cryfe’s technology uses AI to compare the body language and facial expressions of speakers and what they say. It can then assess the authenticity of the salesperson. In the decision-making process, Matteucci contends, this will lead to a more transparent, and optimal decision – one not clouded by fluff.
There is a laundry list of other insights AI might lend organizations, home workers, and others. For business as a whole, AI could act as a diagnostic tool during video conferences, employee training sessions, and more. In the world of human resources, AI might help to prevent cognitive biases, Matteucci told me. These are the kinds of cognitive biases that surface during job interviews, the recruitment process, confirmation, and perception management, Matteucci noted. AI could also help therapists and reporters who need to detect if someone lies while in a meeting.
New UC Products at CES 2021
Nexvoo, a unified communications tool developer, and its sister company Nexvoo Healthcare were at CES 2021. The duo announced the launch of ten new products featured at the conference. Bill Da, CEO, Nexvoo, said he is eager to launch the offerings. The products range from a Google certified video conference tablet to AI-powered 4K video conferencing pods. Da said in a statement:
“Our latest Google certified video conferencing tablet enables plug-and-play access with applications like Zoom, Microsoft Teams, RingCentral, GoToMeeting, Google Meet, etc.”
Frontline WalkieTalkies
The job of frontline workers has never been more demanding. Batteling the first pandemic in over 100 years takes some leveraging some powerful tools. This is especially true when it comes to vital efforts like communication in the field. Taiwan-based Origami Labs showcased its voice communication device it hopes will replace walkie talkies designed for field communication at CES 2021.
It is a lightweight device with several channels, live chat, transcriptions, task management, and GPS location. The device even ensures users no longer have to worry about being within range, as it covers unlimited distances. The device has other tools for frontline workers fighting COVID-19, including logging and productivity features. Users can call co-workers or call someone who does not use the walkie talkie. Someone using a smartphone, for instance.
“For front line teams, service, and security, it can provide rich and traceable data, giving co-ordinators a better insight of the frontline work”
When it comes to a control center, operators could reap the benefits of more efficiency manifest as faster response times with the help of such technology. “This includes more ground visibility, allowing for possible off-site operations, while managers can track business performance through quantifiable data. “They can make more knowledgeable decisions to drive growth and efficiency,” he noted.
2020 brought us many firsts, including the first of many digital conferences to come. 2021 was also the first time CES went virtual. One can assume that the very technologies showcased CES 2021 are the ones at the core of the digital conference experience. It is UC and video conferencing systems that enable them to occur in the first place.
According to Grand View Research, the global virtual events market was worth $78 billion in 2019. That market could grow at a compound annual growth rate (CAGR) of 23.2% from 2020 to 2027, Grand View Research forecasts. This might imply that we could be in store for much more UC at future versions of CES and that the experience of many of these conferences could continue to progress as a consequence.
