Where AI Meets the Call: Al Balasco on the Next Wave of Digital Communications
Voice is getting an upgrade. For PR and communications teams, that means the phone call-long overlooked-is turning into an interactive, AI-enhanced channel that can deliver rich content, branded experiences, and real accessibility benefits at scale.
To understand what's coming, we spoke with Al Balasco, Head of Devices and Digital Engagement Platforms at Radisys. His teams run a media server portfolio deployed across 200+ operators worldwide and the Engage Digital Platform (EDP) that brings AI into live communications-without forcing users to download new apps.
Why PR and Communications Should Care
Calls will evolve from static voice into dynamic sessions: voice, visuals, AI assistance, and in-call interactivity. That creates new moments to inform, support, and build trust-right inside the conversation your audience is already having.
Network-delivered services mean scale, privacy controls, and device independence. Your message can reach everyone on day one, not just those with the latest phone or app.
Meet Al Balasco
Al started in PR after studying journalism and political science at Northeastern. Tech hooked him. He moved into product management, spent time at startups and Avaya, then joined Radisys in 2010. He's led the Devices and Digital Engagement Platforms business since 2017 with full P&L responsibility.
Open Platforms, Real-Time Media, and AI-At Global Scale
Radisys is focused on open, disaggregated platforms and standards that help operators modernize quickly and cost-effectively. The portfolio spans digital endpoints, open broadband and wireless access (terrestrial, non-terrestrial, and edge), and digital engagement platforms.
Anchoring it all is a media server footprint across 200+ operators and ISVs-telecom-grade reliability with developer-friendly tools through EDP. That's how AI-enhanced services reach both carriers and enterprises.
Accessibility That Matters: Clarity for Hearing Loss
One example: Clarity-an in-network service that personalizes audio to improve call intelligibility for people with hearing loss. It's device-independent and low cost to the end user.
More than 20% of people are affected by hearing loss. For PR leaders, this is an immediate way to make communications more inclusive and measurable-improved call outcomes, greater participation, and better customer care. See the global scale of the challenge via the WHO's overview of hearing loss here: WHO: Hearing Loss.
Who They Serve (and How)
Core customers are telecom operators-from the largest global providers like Jio to tier-2/3 operators and MVNOs-often through channel partners such as Nokia and Mavenir. Enterprises also use the tech where reliability and real-time media matter.
EDP broadens the reach to enterprises, systems integrators, and developers. Think Industry 4.0 and process-centric apps where communications is a high-value feature, not the headline.
The Hardest Problem Wasn't Technical-It Was Mindset
The industry is starting to test and learn in small pilots instead of waiting for multi-year programs. That shift shortens time-to-value and surfaces what customers actually want.
It also requires new stakeholder engagement. Selling networks and selling digital applications are two different conversations. Teams must adapt their storytelling and proof points.
Standards vs. Speed (and Why PR Teams Should Plan for Both)
Al's view: move faster by blending emerging standards with pre-standard capabilities-while ensuring interoperability later. RCS messaging is a recent example of slow adoption; 5G new calling is the counterexample-richer, interactive in-call experiences are shipping now, not "someday."
For communications leaders, that means preparing pilots, crafting clear messaging for "early access" services, and defining how you'll transition to full standards without confusing customers.
Collaboration Over Turf Wars
Radisys works with major vendors and encourages the same approach across 5G new calling-co-create on standards and pragmatic pre-standard solutions. The goal: launch useful services now and carry investments forward seamlessly.
How Al Stays Sharp (and Who He Follows)
He reads The Economist, WSJ, NYT, and Washington Post for business context, then goes ad hoc with AI tools, search, and LinkedIn for topic-specific depth. Three people he suggests following on LinkedIn: Rob Kurver (commercial ROI meets high-value services), Dean Bubley (sharp, contrarian analysis), and Cassie Kozyrkov (clear thinking on AI's applications and social impact).
Everyday Tools and Devices
Work: Teams and Outlook. Personal: YouTube, Netflix, Apple TV. WhatsApp spans both.
He's in the Apple ecosystem-iPhone upgrades every couple of years for performance and select features-plus iPad, Kindle, a Remarkable tablet for distraction-free notes, and a Garmin smartwatch.
What's Exciting Right Now
Network-delivered, AI-enhanced services. Roll out at scale, update fast, reach everyone regardless of device, and benefit from network performance and privacy. For PR teams, this is a new distribution layer for experiences without app management headaches.
What's Next: AI-Enhanced Wearables
Al is watching wearables that layer contextual information on daily life and work. Will they complement or replace phones? That's still unclear.
Privacy, security, and regulation will influence adoption. Communications teams should plan messaging, consent flows, and crisis protocols that assume voice, visual, and context-aware assistants become normal.
Action Steps for PR and Communications Leaders
- Audit the call: Where could AI-enhanced calls improve support, sales, or media briefings?
- Run a pilot with 5G new calling or network-based services to test in-call content, guidance, and sentiment-aware assistance.
- Build an accessibility playbook-measure improvements in comprehension and satisfaction for audiences with hearing loss.
- Create "pre-standard" communication frameworks so customers know what to expect today and how upgrades will roll in.
- Partner with your operator and vendor ecosystem early; align on privacy, data handling, and performance SLAs.
- Train your team on AI for content, QA, and measurement. If you need a curated starting point by job role, explore AI courses by job.
- Prepare executive talking points on RCS and 5G new calling so spokespeople can speak to benefits without jargon.
- Update measurement: include call-based engagement, comprehension, resolution, and NPS tied to AI-enhanced experiences.
Bottom Line
Voice is becoming a smarter channel. Open platforms, AI, and 5G new calling turn everyday conversations into high-impact touchpoints-more helpful, more inclusive, and easier to scale.
The teams that test now will set the standard for how brands show up in the most trusted medium we have: a call.
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