As the CTO of WebRTC.ventures, I recently attended ITEXPO 2025 in South Florida, an annual gathering of communications and technology professionals. The event brings together telecom and IT executives from enterprise and SMBs, small business owners, MSP and channel C-levels and business owners, service provider/carrier engineers, network executives, and industry suppliers and solutions providers.
The conference typically covers a broad range of topics, including scaling infrastructure, network security, communication protocols, customer experience strategies, and emerging technologies. As with most conferences of late, AI was the central theme. The future of telecom and IT support is undeniably AI-driven. It’s not just about adoption anymore – it’s about complete integration and transformation.
Beyond some interesting talks that I will summarize below (yes, all about AI), conferences like these are always a great opportunity to catch up with current contacts and to make new ones. I had some great conversations with our partners at SignalWire and connected with folks from Deepgram and Ragmetrics to talk about some upcoming WebRTC.ventures projects that might benefit from their technologies.
Some Notable Talks at IT EXPO 2025
“AI in Action”
This keynote presentation from Ignite Tech CEO Eric Vaughan was all about how AI is actively replacing manual tasks across industries. He introduced an internal product capable of learning from human employees to handle specific roles, such as HR queries.
“Consumers Aren’t Enthusiastic About AI – How Can Businesses Address their Concerns?”
An interesting talk by Robin Gareiss, CEO & Principal Analyst of Metrigy, focused on the impact of AI on customer experience. Survey data from businesses and consumers showed that Response Time was the biggest value of AI in CX. Improving human productivity came up next, with automating functions, insight and analysis, and reducing necessary staff bringing up the rear.
“Customizing Generative AI: Fine-tuning and Transfer Learning”
Nicolas Fry (Founder & CEO, TurboDocX) and Shomron Jacob (Head of Applied Machine Learning & Platform, Iterate.ai) led a session on adapting pre-trained GenAI models for specialized tasks. They discussed fine-tuning techniques to enhance model accuracy for specific domains, as well as transfer learning, a cost-effective approach to accelerate AI development without sacrificing quality. The session also highlighted real-world use cases where AI customization makes a tangible impact on customer experience and R&D.
“Data Privacy and Security in Generative AI”
A panel discussed how, with the rise in AI adoption, security concerns are increasing, yet AI itself is also becoming a key part of the solution.
“How to Build and Roll-out Voice Agents in 2025 for Customer Support”
Peter Griggs of Deepgram defended the use of voice AI bots in customer support, responding to skepticism around security and accuracy. While AI-powered voice bots aren’t yet capable of handling every scenario, they’ve proven effective for well-defined tasks like appointment scheduling—and already delivering results for some of Deepgram’s clients.
“The Convergence of Telecom and IT: Opportunities and Challenges for Service Providers”
This panel had another insightful discussion focused on how telecom companies—ranging from startups to giants—are adapting AI to transform their operations. Telecom companies are not merely adopting AI; they are rebuilding their entire architectures around it, enabling them to handle edge operations more efficiently.
The panel also discussed the growing demand for bandwidth, driven by the large volumes of data required for exciting new use cases like AR/VR, self-driving cars, and robotics. These innovations are not just future possibilities—they’re already reshaping the telecom landscape.
“AWS re:Invent Recap with AWS, Couchbase and Numen”
I also attended an afterwork session sponsored by fellow AWS Partners, Couchbase and Numen. The talk recapped the announcements made during December’s re:Invent conference in Vegas, covering AWS AI services, embedded databases, and caching strategies. The event ended up being a great discussion on the latest advancements in AI infrastructure in AWS. (You can read my re:Invent Recap here.)
What This AI Focus Means for WebRTC.ventures
As we’ve seen at IT Expo 2025, AI isn’t just an emerging trend—it’s the driving force reshaping the entire telecom and IT landscape. Those who embrace this change will be best positioned to thrive in the evolving digital ecosystem.
At WebRTC.ventures, we are not just building AI-driven applications; we are doing so with an AI-enabled team. As our CEO and Founder, Arin Sime, wrote on the AgilityFeat blog recently, “GenAI is here to stay, and it’s up to us to harness its potential thoughtfully. Whether you’re a Scrum Master, Product Owner, Developer, Tester, or DevOps engineer, GenAI offers opportunities to elevate your role and deliver better outcomes for your team and your customers.”
In fact, we’re gathering team members at our Panama City, Panama office later this month to ensure we’re thoughtfully and methodically implementing AI-driven optimizations across our entire workflow.
On the customer side, we’re excited about the possibilities AI brings to real-time communication. If you’re looking to integrate AI into your communication stack, we’re here to help navigate this new landscape. Request a Free AI evaluation!
