“The real challenge is how do a I as an SP differentiate my services, how do I innovate on those services,” says Andy Lark, CMO of Dubber. Lark reflects on earlier tries of monetizing the network, which ultimately were expensive and lacked differentiation. Now, SPs are focusing on their core value: enabling conversations. “You need the magic in the network,” Lark adds, to capitalize on the services SPs already deliver and that sit right at the core of their offerings.

In this podcast we learn about using ML and AI to create visibility into the conversations that the SP is already facilitating. Workflow automation, where conversations are captured into actionable data. “What I want is the major action items tagged for me,” says Lark. We discuss how AI and ML enable people to not just get a transcript of a meeting or a customer call, but to be given the exact things they need to glean from that call. We are moving from creating huge amounts of undigested and digestible data, to bite size pieces of data, and then on to being given exactly the bite size bits that we need to react, enabling a sale, improve customer service or get a jump on dispute resolution. Whereas some of this was available to giant firms, now SPs can offer this to their smallest clients. But we need to make sure that customers understand that they’re not just getting a transcript but more of a roadmap for action. Imagine that for less than the cost of a cup of coffee we get quick meeting highlights, a customer satisfaction score and even a notice to check in with customers of note.

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