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Voximplant 2019 Predictions: Cloud Communications

Industry executives and experts share their predictions for 2019.  Read them in this 11th annual VMblog.com series exclusive.

Contributed by Alexey Aylarov, CEO, Voximplant

Cloud Communications Predictions for 2019

Greater automation and more effective non-human interfaces are continuing to change the shape of cloud communications. I predict that these factors will weigh heavily on the industry landscape throughout 2019:

1. Machine learning and artificial intelligence will continue to be a major trend in real-time communications.

Machine learning and artificial intelligence are the engine behind automation in the industry, and advances in these areas are the reason why so many customer service scenarios will be automated in the near future. Chatbots, and even bots that carry out live conversations, are becoming incredibly human. Solutions like Google Dialogflow and Google Duplex have already displayed the exciting potential of AI that understands intent and interacts in convincingly human ways, and that was just the beginning.

At the same time, consumers are becoming acclimated to communicating with these interactive, human-like AIs using natural language, thanks to the increasing prevalence of these interfaces in customer support interactions, home speaker devices, etc. Expect a greater number of enterprises to adopt these technologies throughout 2019 as a way to provide more efficient real-time communications with customers. For example, Voximplant has created a Dialogflow Connector that enables developers to use AI-powered full-voice Dialogflow agents on customer calls.

2. The new AV1 video codec will spur an increase in video-based cloud communications.

The AV1 video codec will drive a trend toward greater use of video communications over the next year (and into 2020). AV1 offers the industry an open source and royalty-free codec that also greatly increases the efficiency with which high-quality video can be transmitted. Considering that video streaming of a major component of total traffic on the internet, AV1's more efficient compression and ability to reduce bandwidth needs while streaming high quality video will have a sizeable impact on industry practices. Look for enterprises to capitalize on AV1 to deliver video cloud communications experiences that exceed anything available currently.

3. Bot-to-bot communication will arrive in natural language user interfaces, making bots a lot more capable and interesting.

Today, most chatbots operate alone, and come with limitations that hamper the user experience - ask a question beyond the parameters of the subjects a bot is prepared to address, and you'll usually hit a conversational dead end. This will change with the arrival of bot-to-bot communication, in which each bot may be supported by an entire bot ecosystem and able to leverage the capabilities of other specialized bots. For example, a user who asks a hotel booking bot about car rentals won't hear "sorry I don't know how to help with that," but could instead be instantly handed off to a car rental bot, within the same chat or conversation. Soon, those dead ends at the limits of what one bot can do will simply be quick transitions, as bots communicate with each other and users receive seamless service.

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About the Author

 

Alexey Aylarov is CEO of Palo Alto-based Voximplant, a communications cloud platform built and designed for mobile and web app developers. Aylarov is also the founder of Zingaya, the web-based VoIP application for e-commerce and startup companies launched in 2010.

Published Tuesday, November 27, 2018 7:38 AM by David Marshall
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