Who Will Profit From AI Agents and Voice Agents? Tom Arbuthnot’s Talk at Ribbon INSIGHTS London

Recorded live at Ribbon INSIGHTS London, Tom Arbuthnot presented on who stands to profit from AI agents, with a focus on voice agents, contact centres, and the telecom operator opportunity.

• The evolution from chat-based AI to agentic AI that autonomously performs tasks across coding, knowledge work, and voice

• Why the platform and application layer will capture the most margin, rather than frontier model providers

• How voice agents are transforming customer interactions, despite real-world challenges around compliance, latency, integration, and trust

• The rising demand for voice interaction as AI models increasingly support spoken communication

• Why contact centres are ripe for disruption through specialist AI agents and flexible connectivity layers

• Challenges for telecom operators: new commercial models, avoiding commoditisation, and adding value beyond connectivity

• Practical steps for operators: AI-ready connectivity, identity and trust services, quality and observability, and managed network APIs

Sign up for Ribbon INSIGHTS Americas, Fort Lauderdale ⋅ November 10–12 ⋅ Hard Rock Hotel: https://web.cvent.com/event/e3ea1fdf-30a3-4f7f-9e10-bda49b2426e0/summary

Thanks to Ribbon for their support.