Scary Communication and Collaboration Industry Trends: A Halloween Podcast

On Halloween BCStrategies Experts Kevin Kieller, Thomas Brannen, Charles Vondra, Martha Buyer, David Danto, Joseph Williams, and Jon Arnold got together to discuss what scares them related to the communication and collaboration industry.

You can watch the entire podcast here or just read through the summary below.

What scares Thomas Brannen:

• AI that just never gets good enough; or,

• AI that ends up being better than we expect and it obliterates the job market

What scares Chuck Vondra:

• Potential outcomes for AI related to super intelligence and ethics

• Lack of clarity with respect to goverance and regulation for AI

• Pace of change

What scares Martha Buyer:

• How expectation of customers around AI may not match what they are being sold

• Litigation related to AI is just starting! People are going to be harmed medically, financially, and in every way through misuse of AI

What scares David Danto:

• How few people in leadership roles understand basic economics, specifically related to millions of layoffs that have occurred from very profitable companies

• The people being layed off are consumers and so the overall market is being reduced

What scares Joseph Williams:

• Privacy and security implications especially related to deepfakes

• Operations risks attached to AI, for example while AI-powered transcription is generally good over reliance on this could cause problems

• Emotional reads by AI are not very good and don't control for cultural differences

• Potential compliance and eDiscovery issues

• The opportunity for call centers to use AI for predatory upsells into vulnerable populations

What scares Jon Arnold but first Go Jays Go! 🙂

• AI may lower the quality bar for writing and analysis

• Customers deferring to AI for "good enough" results instead of investing in true analysis

What scares Kevin Kieller:

• The complexity explosion as new features are added faster and faster

• Will customers eventually become so confused that the tools provide diminishing returns and reduced productivity?

In the end, Tom Brannen wraps things up by optimistically hoping that AI, especially proactive AI, might help address some of the scary things the other experts highlighted!

Happy Halloween!

If you are facing scary decisions related to UCaaS, CCaaS, AI, or associated technologies, the BCStrategies Experts can help. We provide independent and unbiased assessments related to strategy, architecture, and implementation. Many of our Experts deliver top-tier management and delivery from the RFP process through to post-delivery user adoption and training services.