Not All Businesses Want to Use AI

In our industry today, the hot topic is AI, and how AI is transforming UCaaS and CCaaS. But not all businesses want to or need to use AI with communications, even if it saves employees time and makes them more productive.

But some companies view using AI as an issue. First, they do not want their company info to be “training” any AI tools.

Secondly, they view using AI as a security and privacy issue as well – where is this info going and getting stored and manipulated, how will it be protected, will there be misuse of the data, etc. There are huge risks of running afoul of regulations as well, which are there for good reasons.

And some companies want to behave as good corporate citizens and look at the ethical or moral aspect of displacing jobs with AI bots. Additionally, companies may not understand how the AI tool figures things out so there are potentially some kinds of biases which may not reflect what the company really wants or how it wants its employees to act.

Right now, with UCaaS one of the most powerful use cases right now with meetings is a “notetaker” that will create a one page or two-page summary of a meeting, with action items. That may not take someone’s job away, but there is a lot of information going someplace.

I’ve been on calls with customers who want to make sure, at the beginning of the call, we are not using a notetaking app for these very reasons.

So, while Clearspan will clearly implement AI in its products, we also will keep our customers in mind and ensure that our AI is not “automatic”.