The Opportunities and challenges for operators in consumer AI

Operators need to establish which service domains they want to compete in and build an AI strategy accordingly.

Big tech players are rolling out their digital assistants to a variety of interfaces and encompassing a growing range of services, so operators that are hoping to compete in household services should take heed. In assessing the consumer hardware market, consumer AI by domain and the bigger question of AI ecosystems, operators should be clear about whether they intend to collaborate or compete with big tech players.

Big tech players have been investing heavily in AI digital assistants, which may lead to a change in consumers expectations of their interactions with service providers. Operators must get involved if they have not done so already; in particular, they must establish whether or not to collaborate or challenge tech players on this front.

THIS REPORT PROVIDES:

  • an overview of the activities of big tech players in the field of consumer-facing AI
  • recommendations for operators in three areas: hardware, AI by domain and AI ecosystems
  • a series of profiles of big tech players and their consumer AI investments (Alibaba, Amazon, Apple, Baidu, Facebook, Google, Microsoft, Samsung and Tencent).

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