QuickBlox is a leading communications services provider that delivers and supports advanced messaging, video, smart AI assistants, and white-label teleconsultation solutions for mid-enterprise and public sector organizations. Pulse 2.0 interviewed QuickBlox CEO Nate MacLeitch to gain a deeper understanding of AI in the communications sector.
CPaaS Background
Last year, we discussed QuickBlox’s beginnings as a communications provider. But can you give us a quick recap of how the industry and your company have evolved? MacLeitch said:
“It was only in the early 2010s that smartphones and mobile internet became mainstream. Since then, it has been a fast-moving upward trajectory for two-way communication between businesses and customers.”
“In 2014, I met some developers who were building software development kits (SDKs) and application programming interfaces (APIs) that enabled the integration of chat messaging into all kinds of mobile applications and websites. Recognizing the vast potential of this, I decided to invest, leading to the creation of QuickBlox.”
“Building Q-Consultation during the Covid-19 pandemic was a major milestone. I was proud of our team’s ability to listen to the needs of our customers. It is a white-labeled video calling solution with file sharing, scheduling, and a host of user management features. Later, in March 2023, we released a slimmed-down “lite” version available as free open-source code to help make remote communication tools more widely accessible.”
Mainstream AI
How has the CPaaS industry developed since AI? MacLeitch noted:
“Our SDKs and APIs always meant we were able to help businesses offer multi-channel communication, connecting CRM systems, and other applications with live chats and video services. But now, with AI at the forefront, we enable businesses to build and integrate AI assistants into any app or website. These chatbots, customized with the business’s own knowledge base, can automate data collection, provide administrative support and quick answer responses, and generally automate personalized customer experiences.”
AI Priorities for 2025
What are founders’ and CTOs’ AI priorities as we enter 2025? MacLeitch pointed out:
“We recently ran a survey asking technology, healthcare, and financial institutions what their main priorities were for 2025, and 72.8% of them said ease of use and integration was the most important factor, followed by data privacy and security (50%), cost-effectiveness (47.1%) and compatibility with existing systems (35.3%). Other responses included customization options (27.2%), customer support and training (26.5%), and a proven track record in their industry (14.7%).”
“Working professionals are busy people, so they need AI that is intuitive and that can be seamlessly incorporated into existing workflows. There is little time or desire to wrestle with complex configurations or spend weeks training teams. However, founders need the assurance that their AI tools are robust and compliant with regulations, especially in regulated industries like healthcare and finance, where sensitive information is handled. But, of course, these things come at a cost. Decision-makers need to know that there will be a return on investment before they can justify the expenditure, which is why most companies wait to see the results from the early adopters first.”
AI Concerns For 2025
What are founders’ and CTOs’ greatest concerns when implementing AI tools? MacLeitch explained:
“It goes without saying that data privacy and security risks are top concerns for businesses (60.3%), but equally high on their worry list is resistance to change within the teams (60.3%). Companies have an obligation to continue business as usual, covering the overheads and meeting customer demand. However, there is also this need to keep pace with the latest technologies and startups entering the market. We believe this is why ease of integration and implementation into existing workflows are top priorities for 2025. Limited internal expertise to manage AI was the third largest concern, with 47.8% of respondents worried they will not have the skills needed to ensure seamless integration and proper governance.”
Addressing The Challenges
With the growing concern for data security and limited AI expertise, how is QuickBlox addressing these challenges? MacLeitch acknowledged:
“We get that building real-time communication tools is complicated and takes time, especially in regulated industries like healthcare, where they must meet regulations such as the Health Insurance Portability and Accountability Act (HIPAA) to keep patient data safe. So, we take care of that tricky part so developers can focus on what their app actually does, with plug-and-play functionalities to choose from that suit their use cases. We offer prebuilt, customizable software development kits (SDKs) and application programming interfaces (APIs) that let developers integrate our platform’s communication features directly into their own applications and tailor them how they see fit. We make things like remote appointments, virtual waiting rooms, and live chat smoother, helping business and healthcare professionals respond to emergencies faster and from wherever they are.”
“We have also partnered with OpenAI to make our services even better. Our AI chat assistants and automated forms help simplify tasks like patient onboarding and management so staff aren’t drowning in paperwork and patients don’t have to wait as long. And, of course, it’s all HIPAA-compliant, so everyone’s information stays safe. Basically, we want to help professionals communicate better and spend more time with customers and patients, as opposed to dealing with tech headaches. We also have offerings for marketplaces, financial institutions, education, and social networks.”
