Despite making up an estimated 80% of the workforce, frontline workers have gotten the short end of the stick when it comes to software and high-tech tools – but it looks like the tech world is finally catching up. Whereas previously a list of frontline communication “trends” might have included merely using nicer radios – or finally switching away from them – workers are starting to get technology designed for their specific needs. 

Overall, there’s momentum to drive efficiency in frontline communications – which means companies are expecting more out of their investments and cutting spend on redundant technology. 

So what does the not-so-distant future of communication look like for frontline workers? For starters, AI (of course), app consolidation, expanded hiring options, and data mining. 

AI, AI, and more AI

Incredibly, we still have probably not reached peak AI frenzy. In 2024, investors poured $25.2 billion into AI, an eightfold increase from 2022. Generative AI has led to leaps and bounds in AI’s ability to sound intelligent, so companies want to show off their flashy AI-enabled features as much as their customers are demanding to see them. In the world of communication, that could mean anything from AI service agents, AI-powered daily summaries, AI-powered instant transcriptions and translations (see below). 

However, buyers should be cautious and ensure that the shiny AI-powered features work reliably and actually solve a business problem – not just provide something that looks cool. 

App consolidation

Some of our users might say the lack of technology for frontline workers may have gone in the opposite direction – it can feel like they have to flip through 50 apps every day to do their job. There’s Zello for push-to-talk, of course, then the company’s proprietary app for clocking in and inventory, the app to unlock the doors, SSO app, and so on. Switching between so many apps while doing your job is not just annoying – it slows response times and gives more room for errors. 

The way forward is to consolidate apps using SDKs. Zello recently released the new Zello Mobile SDK, which can easily integrate into an existing app, so you can add the power of push-to-talk, message replay, channels, and more. Zello also provides sample apps for iOS (yes, including the PTT framework), Android, and React Native – which means developers could add PTT functionality to their app in just a few hours. 

Adding a walkie-talkie feature to an app is a hard problem – balancing always-on capability, battery life, functionality across operating systems, and managing updates is difficult even for sophisticated in-house teams. The Zello Mobile SDK makes it easy to add this critical communication and keep workers focused on getting their jobs done, rather than worrying about a glitchy app experience.

Expanded hiring options

In an increasingly global world, one of the most common feature requests we hear from our customers across industries is translations. Transportation companies have increasingly turned to other countries to find qualified drivers, and those drivers need to be able to communicate with dispatch. Hotel maintenance staff often speak a different language than the front desk, but everyone needs to know if there’s an urgent request. Or, a multinational retail company may simply wish to accommodate international staff. 

Zello recently rolled out instant translations of up to 50 languages in channels. Enabled by AI, everyone in the channel can automatically send and receive voice and text messages in their native language. 

Allowing employees to communicate in their native language removes hiring barriers for many teams. At a time when some industries like hospitality still face severe hiring shortages, expanding the pool of qualified talent means getting more work done. Plus, language barriers and miscommunications contribute to reduced productivity for workers, so ensuring that employees are heard and understood during the workday keeps them engaged and likely to stay in their position.

Operations insights from communications data

Data is the new gold mine – and something radio communications can’t provide. Companies want to know which channels are asked the most questions, what department needs more staffing, what customers frequently request, and which dispatcher has the most efficient calls. If messages just disappear into the ether after they’re sent, they can’t provide an opportunity for optimization.

Because Zello usage is trackable (including message storage with Message Vault) we provide data that can inform business decisions. So you can shift resources based on usage (providing solid data that customers in menswear have more questions than customers in grocery), analyze conversations for best practices (what makes a dispatch conversation efficient), and reconstruct timelines of critical events called into question (when was the emergency alert triggered and what happened?).

As businesses expect better ROI on their communication tools, we likely will see more companies forego walkie-talkies and radios for devices that can do more than just communicate. With the right tools, you can hire better, analyze operations and gain efficiency – not to mention reduce time spent trying to decipher garbled messages.