AI dominates EC24: Jon Arnold takes a closer at The State of Play, Podcast

Arnold sees three large use case families, analyzes the role of AI

Are we at a Jeff Pulver AI Moment?

“AI is dominating every conversation, probably more than the Informa folks who produced this show maybe care to realize because the show floor is still dominated by vendors in the comms and contact center space,” observes leading industry analyst and speaker, Jon Arnold. In this special show wrap podcast, Arnold goes beyond the slogans and tag lines on AI, to take a closer look at how AI will change the enterprise and especially the way enterprise’s use their vast contact center investments, to engage the many people who need to interact with an organization. Arnold links past trends to things shaping the future. “My focus is on the impact of AI on speech technology, specifically in the enterprise.”

Arnold also gives us a glimpse of the presentation he made at Enterprise Connect. Arnold has organized the technologies into three broad types: employee based, line of business based, and organization based. Everyone in our industry should look at this interesting model, especially as we enter a period of intense change.

2025

Arnold walks us through a what we might be seeing in the coming twelve months and we look at the growing need for a better and more certain regulatory structure. Capital isn’t shy of risk, but capital does not like regulatory uncertainty, where a sudden arbitrary decision can create unintended impacts. Are we at a Jeff Pulver AI moment?

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