Tag: conversational ai

  • Conference Whispers: Ai4 2026

    Conference Whispers: Ai4 2026


    Las Vegas, NV August 4-6, 2026

    Published: August 9, 2026                                                                            ID: TBW2216

    Analyst(s): Dr. Doreen Galli

    Photojournalist(s): Dr. Doreen Galli

    ABSTRACT

    “Ai4 2026 experiencing over 50% growth and welcomed more than 12,000 in the enterprise AI ecosystem to Las Vegas. Over 100 countries were represented amongst attendees and 400 exhibitors. Vendors, startups, and practitioners discussed what it takes to move artificial intelligence beyond experimentation. Conversations across the show floor touched on governance, deployment, security, agents, data accessibility, software delivery, and business process transformation as organizations continued evaluating paths toward large scale adoption.”

    Enjoy the related Computer Talk Radio and Computer Talk Radio

    The Conference

    • A community of over 12,000 came together in Las Vegas for the 9th annual Ai4 event. Attendance grew by over 50% at the 9th annual event. Vendors grew from 250 in 2025 to 400 in 2026.
    • Start-ups were also present growing from 25 last year to 66 this year.

    Cautions

    • Friendly reminder: this research provides examples of what was shared with us at the event, not an evaluation, validation, or recommendation of the given technology.

    Exhibits

    It’s wonderful when an individual AI pilot works, maybe even delivers business value to a department. Getting that solution to deploy corporate wide is very different. Engineers that have worked in the largest organizations always smile when they see the demos and chuckle inside as looks great but what about at my scale. For those seeking industrialized AI delivery, ModelOp is a delivery engine meant to overcome frictions that occur during integration. It’s purpose is to enable those organizations to take the idea and realize it in production for the entire organization.

    Governance was on the mind of many. Actualyze AI was founded by repeat founders who have spent their careers in large scale infrastructure and transformations. They focused their solution on protecting data, models routing, financial spend, and the type of infrastructure a technology requires to become part of enterprise IT.

    For business work flows that make a difference, Evalueserve wants to remind you, don’t start with the technology to enable scale. Their organization focuses on business workflows that make a difference. They serve life sciences, healthcare, manufacturing and consumer good verticals. While many solutions leverage AI, many metrics such as cost and quality do not require AI. Never approximate when math can get you the precise answer.

    One critical aspect of reliability is the infamous undo button or some method of recovery. There is rule in cybersecurity to assume when not if; as such one must prepare for how to recover when it goes wrong. It may be quite wise to adopt this stance in AI as well. Rubik is all about deploying agents – safely.  They provide capabilities for agent monitoring, control, and something new – rewind agents. As one might suspect this includes the ability to back-up and recover from agent behavior. In their world, no agent permanently wiped out my database or the code we wrote – it can be recovered.

    When you have a complex web of services, models, or agents. Understanding the complex web of dependencies is critical for operations with any type of reliability. The infamous Solar Winds incident let everyone know that the software supply chain and its dependencies are critical for security and stability. The solution turned out to be something in the industry referred to as SBOM for software bill of materials – expanding on the shipping term. Now Lineaje has thought of this problem and created a solution for AI and AI agents. Their solution provides dependency crawler, checks and suggests upgrades for compatibility and provides what they like to call security layer for agent builders.

    Some environments are tougher than your average environment such as those that have required decentralization or compartmentalization of information such as government and military environments and related applications. Axonis was in expo hall to serve you. They also create a trail of decisions. Not about insights but rather save the final decision made by humans and AI. They like to think of it as a creating a feedback loop for audit and training models on past decision. They referred to it as metadata on data; we have shared this approach before. The hash of an image matched against the hash of what is in front of someone for authentication during our coverage of ISC West.

    Not all AI solutions involve Large Language Models or LLMs. Modulate is a voice ai platform that provides all your common conversational understanding requirements for any conversational need. Like the advice provided in Whisper Report: Which spatial computing use case will scale fastest?, Modulate is growing through a pivot to APIs. By leveraging an architecture of highly specialized models, each trained for a narrowly defined purpose, a given application can combine them in a manner that fits its environment. Their architecture leverages these specialized models to monitor conversational tone and provide insight into intent, meaning, emotion, and context. Together they refer to their architecture as an ensemble listening model to understand and identify user behavior. This AI architectural approach of leveraging several specialized machine learning models is one that provides a high degree of success and has a long track record of enterprise results at scale.

    If you have an enterprise software development team and are seeking an AI Powered DevSecOps Platform meet Digital AI. Their environment is specifically focused on regulated industries. They purported clients such as the Top 10 banks in N. America and Europe, and the top 5 Global airlines, top 4 N. American Insurance Companies. Their use of AI is very purposeful, is strictly to enhance delivery and planning capabilities to accelerate delivery. 


    Department strictly focused on marketing and customer data? Kana.ai marketing operating layer was designed for you. Kana provides an agentic End to end solution for marketing that moves to where the customer data’s resides offering a continuous agentic layer across marketing stack. The named elements of the marketing stack they service include: strategy planning, audience building, activation, and measurements such as MTA – multi-touch attribution and MMM Marketing Mix Modeling.

    Two hurdles frequently stand in the way of AI’s success. On one hand, corporations may have their history locked up on physical books. On the other hand, organizations creating models need data to train and a controversial method of scanning physical books is involved. One reason for the controversy is that the organizations are breaking the spines to digitally scan them. Both hurdles can be solved by ARC document solutions. Another hurdle for capturing data, particularly notes are notes on the go. If find yourself want to take notes on the go or for when you are not in front of your computer, Ninja Concepts AI note takers offer you different options to fit your needs.

    Conference Vibe

    This enterprise AI gathering focused on adoption, implementation, governance and business outcomes. This wasn’t about the clouds and sizzle, more about show us real impact. Attendance shot up more than 50% from last year’s crowd of 8,000 to more than 12,000 attendees this year! Over 100 countries were represented and expo hall exploded from 250 exhibitors to 400! Due to their explosive growth there were some growing pains. The registration lines for some attendees was reported in excess of 90 minutes. Navigation was a bit tougher than usual as the convention put the show carpet over a large majority of the navigational booth numbers making finding vendors very very difficult. I had not witnessed this error at other events at that location previously. In addition, perhaps due to the explosive growth, the connectivity was exceptionally challenging at the same level or worse than CES. At that same time, the energy and excitement easily matched and dare I say, exceeded CES this year. At one point I recall literally realizing I could not feel my face from so much smiling. Enjoy the walkabout to and through expo hall. We always try to bring you fresh vendors in our coverage but you will recognize many brands in the walkabout from our coverage of other data related events such as the Informatica World, or our coverage of Put Data First.

    We once again live streamed from on site to share the experience. Be sure to catch coverage on my syndicated segment on the nationally broadcast edition of Computer Talk Radio.

    We conducted research for Six additional forthcoming Whisper Reports for our clients. The playlists are unlisted but available with the video version to be distributed via YouTube Whisper Club upper tier membership area on our YouTube Channel.

    1. Whisper Report: What’s the biggest gap between AI demos and AI in production?
    2. Whisper Report: What AI cost nobody warned you about?
    3. Whisper Report: What’s the most valuable AI use case that isn’t GenAI?
    4. Whisper Report: What AI result surprised your organization most?
    5. Whisper Report: Where will AI agents replace workflows first?
    6. Whisper Report: What AI promise won’t happen soon?
    7. Whisper Report: What AI capability is still mostly hype?
    8. Whisper Report: What AI assumption breaks first at scale?
    9. Whisper Report: What AI problem still needs a human?

    Readers and viewers wishing to experience the entire event are encouraged to view the Conference Whispers: Ai4 2026 Playlist in its entirety. The playlist will be sited in the end screen, description, and as a pinned comment of the video edition.

    The video will conclude with gratitude towards those that contributed and a montage of responses to Bonus Question, “What’s the best part about attending the Ai4 live in Las Vegas?”.

    Next Year’s Conference  

    The Ai4 will once again return to Las Vegas and will be held at the Venetian Expo on August 4-6, 2027.

    *When vendors’ names are shared as examples in this document, it is to provide a concrete example of what was on display at the conference, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document. Other examples products in the same category may have also been on display.

    Corporate Headquarters

    2884 Grand Helios Way

    Henderson, NV 89052

    Downloading, re-uploading, or redistributing this file is not permitted under any license.


    ©2019-2026 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, Whisper Club, The Answer is always in the Whispers, and One Change a Month, Vegas Convention Library; Leading Professionals, Real Questions, Real Time, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.

  • Conference Whispers: Customer Connect Expo 2025

    Conference Whispers: Customer Connect Expo 2025

    Las Vegas, NV April 16-April 17

    Published to clients: April 22, 2025                ID: TBW2078        

    Published to readers: April 23, 2025

    Analyst(s): Dr. Doreen Galli

    Photojournalist(s): Dr. Doreen Galli

    Abstract:    

    After over 200 minutes of recording, 6 flights of stairs, and over 30 factchecks, our coverage of the rebranded Customer Connect Expo 2025 or CCE25 closes. The event featured over 43 keynotes and seminars and over 200 vendors exhibiting. Keynotes included discussions on customer loyalty, employee satisfaction, data-driven personalization, and AI in customer experience. A seminar focused on enhancing call centers with AI agenst is also included. Exhibits ranged from technology supporting customer experience and call centers, data consolidation and customer 360, to entire platforms and BPO services.

    The Conference

    • The event featured over 43 keynotes and seminars and over 200 vendors exhibiting.
    • Technologies covered include telephony, networking, SIP, call blocking, data, data management, data fabrics, customer 360, AI, LLMs, agentic AI, conversational AI, and bots.

    Cautions

    • Just because a solution ‘works’ doesn’t mean the product was designed with customer privacy in mind.
    • Platforms that combine multiple functions can look like a quick win unless you already have installed components or desire to switch a specific function to a best in class. Ensure any ‘platforms’ leverage standards for any components. By adhering to standards, customers can avoid vendor lock into the platform and keep the door open for maximum architectural flexibility.

    Conference Vibe

    After over 200 minutes of filming, 6 flights of stairs, over 30 fact checks, our coverage of the rebranded event, Customer Connect Expo 2025, or CCE25, comes to a close. CCE25 opened with a grand ribbon cutting ceremony featuring the Global Voice of Customer Experience, Dennis Wakabayashi. TBW Advisors LLC’s clients and subscribers may recognize Dennis from last year’s AMA Industry Whispers event with Dennis. Admittedly, this event is one we always look forward to having covered it in 2023 and 2024 under its previous branding of CCCLV for Call & Contact Center Expo Las Vegas. The event features 4 stages hosting a total of 43 keynotes and seminars. The theaters for the speakers were mixed amongst over 200 exhibitors in expo hall. The keynotes and seminars were full coming in just under maximum capacity. The last two years, there were notable audio issues for the speakers. This year they had a dual audio set up with headphones and speakers. I only heard one major feedback sound the entire event. In fact, the sound worked so well that it kept the audience enthralled preventing them from walking around as much as in previous years. This led exhibitors to politely describe foot traffic as a “slow”. While the total booth traffic was light, the exhibitors did admit that the leads they obtained were rock solid with most easily covering the expenses. In other words, everyone was there was serious about conducting business with not much fluff. Food was also available within the expo hall itself.

    While at CCE25, we conducted research for three additional forthcoming Whisper Reports for our clients. The playlists are unlisted but available and will eventually fill in with the video version of the report so you may wish to bookmark these playlists.

    1. Whisper Report: How can we integrate AI-driven customer service solutions with our existing IT infrastructure?
    2. Whisper Report: What are the most effective strategies for ensuring data security and privacy in customer interactions?
    3. Whisper Report: How can we leverage customer interaction data to drive business insights and innovation?

    Readers and viewers wishing to experience the entire event are encouraged to view the Conference Whispers: CCE25 playlist in its entirety. Once the video edition is available, the playlist will be sited as a pinned comment on the video edition. It is also easy to locate any previous Conference Whispers playlists through TBW Advisors Website under Subscribers research/Conference Whispers.

    Sessions

    During our coverage at CCE25 we were able to catch 4 keynotes and one seminar. The first keynote we captured was by Pfizer’s Wayne Simmons. Wayne reminded all that customers want companies that are interested in partnering for life when possible. In many domains such as banking, it is very inconvenient and takes significant effort to switch companies. One a customer is lost – it is expensive to reacquire that customer if at all possible.

    Ford’s Dr. Kalifa Oliver drove home the obvious but too often overlooked point. If an employee is miserable and being treated horrible, how do you think they will treat your customers? A company should not be worried about an employee being happy but rather ensuring they have the tools and support to do the job. The development of employee satisfaction tools tend to be behind customer satisfaction tools but they need not be separate tools. It’s simple, data shows a satisfied and empowered employee is more likely to provide a positive customer experience.

    The second day keynotes kicked off with Macy’s Siva Kannan Ganesan on the power of data. Siva highlighted the importance of capturing customer data including every click. A customer experience must be engineered. The two-tower approach was recommended for one’s digital strategy the achieve the ultimate in personalization.

    Ring Central’s John Finch was on the Keynote stage to talk about Agentic AI driving the next generation of customer experience. The presentation went beyond revealing the next generation of customer experience tools. Context for the value contributed by conversational AI, generative AI, bots as well as the power of agents and personalized assistants was also provided. Expanding on that agentic AI theme was a seminar on expanding your call center with AI agents. Mitrol’s Francisco Trojano shared their approach to improve contact center’s impact. This seminar included various success stories.

    Solution components

    The exhibits had a large variety of vendors including various components of solutions to create the ultimate customer experience. To the surprise of some, fax usage has risen 23%. Faxsipit shared their solution that won’t create a chain of mis transmissions and errors even for 1400-page documents! Perhaps, like many of the exhibitors, you are meeting and speaking with your prospects at a conference and don’t want to miss any of the potential leads. Claritiv shared their solution to capture and enable your ability to analyze these interactions. Need a method to see what the customer is experiencing first hand? With Blitz you can send a quick link that allows them to share their camera view without downloading a mobile application. Perhaps you interact between the physical and digital world and want a vendor that can help you? Put Unified Direct Solution on your radar who specialize in optimizing such a scenario including balancing needs based upon conditions. If you are short of staff and are thinking about outsourcing but not sure you want your customers to deal with outsourced agents, you might want to evaluate Kongusto. Now that you have all this staff, you’ll want them to feel like a team even if they are spread around the world. To that end, Nexgen virtual office shared their next generation of leveraging technology to create the ultimate in virtual office. Regardless of your technology, if you were seeking to market your solution, Greenstar Marketing was there with their services.

    Data Centric, Platforms, and BPOs

    There were exhibitors with products focused on bringing your data together and providing insights. Maprehend focused on the expertise of your very best employee and empowering all. Likewise, if you wanted to clone your best sales agent, Verse.ai focuses on the best message on the right channel to deliver results. Enthu.ai connects and consumes all your customer interactions with a side of automation to provide useful customer insights. Diabolocom leverages a proprietary AI solution that is trained exclusively on your data for your private model. Zaon’s approach is to start with the problem or use case and connects the subject matter experts to create solutions.

    If you are seeking a contact soluton provider beyond the data and perhaps a solution that is actually a carrier, Nobelbiz is a telephony carrier and can assist if your calls are not getting connected correctly. Assembled is a support operations platform with three pillars. One pillar handles AI agents through all forms of contacts, second is vendor management offering including handling billing, and third workforce management to increase productivity. A platform for omni channel communications highly integrated with AI agents is available through Mitrol as described earlier in their seminar. If you are looking for a platform with a side of business process outsourcing (BPO), Etech harnesses the power of AI to drive your customer experience through calls, chats and all customer interactions. The three focus areas include contact center services, Quality and analytics and customer development. ValueLabs leverages its own generative AI platform built leveraging various LLMs. ValueLabs focuses on four areas: outsourced product development, quality engineering, data engineer and process automation. ProntoBPO offers shared services, rental stations, BPO as well as software development. ProntoBPO specializes in verticals such as Pest, Lawn and HVAC services.

    Next Year’s Conference

     CCE conference will unfortunately move to Atlanta, GA for 2026.

    *When vendors’ names are shared as examples in this document, it is to provide a concrete example of what was on display at the conference, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document. Other examples products in the same category may have also been on display.

    ©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.

  • Industry Whispers: AMA with Founder and CEO of TalkR.AI Katya Lainé

    Analyst: Doreen Galli PhD. MBA

    Register early to submit your questions for this exciting AMA (Ask me Anything) with Katya Lainé  who founded the advanced conversational and Voice GEN AI product known as Talkr.AI

    Katya Lainé is co-founder and Chief Executive Officer of TALKR.ai and world-renowned for her expertise in Conversational AI. Katya has spent over a decade reshaping the way organizations handle customer interactions, playing a pivotal role in modernizing call centers by replacing traditional Interactive Voice Response Systems with Intelligent Voice Conversational AI Assistants. Katya is also a respected expert at the Global Partnership on Artificial Intelligence (GPAI) contributing to cutting-edge AI research and international cooperation. Beyond her GPAI role, Katya serves on the board of Numeum, where she is President of its AI Commission, championing ethical practices and advancing the adoption of AI technologies. Katya co-founded OpenLLM-France, further exemplifying her dedication to advancing technology and ethical standards in AI. Additionally, she is a Co-founder and Vice President of Le Voice Lab, underscoring her commitment to shaping the future of voice technology in Europe. She holds a Master of Business Administration (MBA), in addition to a Master’s degree in Broadcast Journalism from Sofia University St. Kliment Ohridski.

    Research Code TBW2044