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Opportunities and challenges for operators in consumer AI

Inigo Barker Analyst
Stephen Sale Research Director, Consumer Services

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

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).