Speech Technology Magazine

 

Industry Voices

Q&A: Jeff Gallino on why call recordings are useless

We're all used to hearing that our calls may be recorded for training purposes, but most people don't give a lot of thought to what that really means--including, sometimes, the businesses doing the recording. Just like any data, your recorded calls are only useful if you can make sense of them and gain insight.
Industry Voices, Posted 16 May 2019

4 Reasons Why Purchasing with Voice is the Future

Explore four consumer trends that are driving the growth of voice intelligence in point of sale platforms.
Industry Voices, Posted 01 May 2019

The Science of Conversation: Competitive Advantages Through the Call Center

Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to solve problems quickly, efficiently, providing ongoing value to the customer doing business with your company.
Industry Voices, Posted 26 Apr 2019

How Artificial Intelligence is Transforming Human Resource Departments

The human resources (HR) function has seen many transformations over the years but the increasing use of artificial intelligence in the workplace presents challenges and opportunities to the profession.
Industry Voices, Posted 10 Apr 2019

Avoid Being Fooled by Parlor Tricks: The Necessity of Real-World Environment Testing for ASR

Voice assistant's ability to perform in varied, and often difficult, sound environments will be a key pillar for the sector's success. The sheer scale of distribution for voice assistants means they are going to be used in many different situations and environments, many of which require them to adapt to the variability of the scenarios, which is a huge risk for this emerging market.
Industry Voices, Posted 03 Apr 2019

How to Train Your IVR of the Future

IVR is a mighty and long-standing part of the customer experience, but it must transform to prepare for the voice-activated future. Traditional IVR systems have to be trained further to deliver transforming interaction patterns like seamless integration and conversation with VPAs or voice activated command through messaging platforms.
Industry Voices, Posted 27 Mar 2019

Tailoring Your SEO Strategy for Different Virtual Assistants

Optimizing your content for voice search isn't a one-size-fits-all solution. Surfacing your content for Siri, Google, and Alexa are very separate challenges.
Industry Voices, Posted 13 Feb 2019

Speech Technology for Productivity

Speech dictation has been found to be three times faster than touch screen typing on mobile devices and two to three times faster than typing on a full keyboard. And the cost of obtaining an automated transcript is usually quite low. Not to mention the quick turnaround time. There are a number of ways speech technology can make processes in our daily lives and work environments more efficient.
Industry Voices, Posted 06 Feb 2019

Why Consumers Prefer People For Customer Service Queries

Do customers consider chatbots a better solution to common issues they may face online? A survey suggests that human-facing customer service is still the best way to satisfy your customers.
Industry Voices, Posted 30 Jan 2019

Digital Marketing & Voice Search: What Marketers Need To Know

The smart speaker marketplace—think Amazon Echo and Google Home—is growing like gangbusters, and digital marketers who are in the know, are bracing for its impact. The emerging category is evolving rapidly, and could affect the digital marketing landscape in a similar way that mobile devices and smartphones did a decade ago—except maybe faster and more pervasively.
Industry Voices, Posted 23 Jan 2019

Using Voice Biometrics to Improve Customer Experience

Customer experience is at the heart of every brand, but one of the most frustrating experiences for customers often comes when they're contacting you. Voice biometrics may be able to help streamline and improve their experience.
Industry Voices, Posted 16 Jan 2019

Q&A: Why Chatbots Aren't Just for Digital Channels

What do you picture when you think about chatbots? A speech bubble on a screen? Maybe one of the many virtual assistant devices making their way into homes? Whatever the picture is in your mind's eye, it's likely it involves digital channels. But Scott Horn, CMO of [24]7.ai, says you're missing a big piece of the puzzle if you're only taking a digital approach to chatbots.
Industry Voices, Posted 09 Jan 2019

2 Tools to Help you Get Started with Voice Technology

If you're a content creator of any kind--creating books or audiobooks, podcasts, articles, magazines, videos, you name it--you're eventually going to have to bring that content into the realm of Amazon's Alexa. Here are two tools to help beginners build their skills.
Industry Voices, Posted 02 Jan 2019

How Text Rank Enables Extractive Summarization (Video)

Paco Nathan of O'Reilly Media's R & D Group discusses the merits of the emerging Text Rank initiative in leveraging data in NLP in this clip from SpeechTEK 2018.
Industry Voices, Posted 30 Nov 2018

Call Tracking Analytics: The Unsung Hero in Your Agency’s Marketing Arsenal

Find out why agencies need to make call tracking analytics throughout the customer journey a priority.
Industry Voices, Posted 28 Nov 2018

How Millennials' Expectations Are Changing Contact Centers (Video)

Allyson Boudousquie, VP of Market & Product Strategy at Convergys (which has since been acquired by Concentrix), discusses the impact of millennials on contact center technology and practice in this clip from SpeechTEK 2018.
Industry Voices, Posted 23 Nov 2018

Optimizing Your Business: The VEO Way

Picture this - you are the owner of a restaurant with the best-rated steak tacos in town. While your grills are flaming and the tacos are served to perfection, the volume of reservations and in-store walk-ins is dwindling. You think it's the slow season, until you see your competitor down the block is constantly packed. Did you know Alexa, Siri, Google Home, and other voice devices could be to blame?
Industry Voices, Posted 21 Nov 2018

What Made AI Mainstream, Part 3: Big Models (Video)

Paco Nathan of O'Reilly Media's R & D Group discusses the role of big models in the commoditization of AI in this clip from SpeechTEK 2018.
Industry Voices, Posted 16 Nov 2018

What Made AI Mainstream, Part 2: Big Compute (Video)

Paco Nathan of O'Reilly Media's R & D Group discusses the role of big compute in the commodification of AI in this clip from SpeechTEK 2018.
Industry Voices, Posted 09 Nov 2018

What Made AI Mainstream, Part 1: Big Data (Video)

Paco Nathan of O'Reilly Media's R & D Group discusses the role of big data in the commoditization of AI in this clip from SpeechTEK 2018.
Industry Voices, Posted 02 Nov 2018

How the Millennial Workforce is Changing Customer Care (Video)

Convergys VP, Market & Product Strategy Allyson Boudousquie discusses the impact of a rising millennial workforce on CX in this clip from SpeechTEK 2018.
Industry Voices, Posted 26 Oct 2018

Trending in 2019: Voice Technology and Customer Experience

As we get ready to launch into the new year, we see four over-arching trends driving voice technology and improved customer experience.
Industry Voices, Posted 24 Oct 2018

Three Keys to Handling Complex Interactions (Video)

Convergys VP, Market & Product Strategy Allyson Boudousquie explains the essential elements of ominchannel interactions present and future in this clip from SpeechTEK 2018.
Industry Voices, Posted 19 Oct 2018

Q&A: Alexa, Security, and You

Speech Technology Magazine interviewed Greg Sparrow, senior vice president and general manager at CompliancePoint, about some of the security issues that surround these devices, and how people can protect themselves. 
Industry Voices, Posted 17 Oct 2018

Why Are Conversational Interfaces So Difficult to Build? (Video)

Artificial Solutions CEO Andy Peart discusses the complexities of building conversational interfaces that effectively map language in this clip from SpeechTEK 2018.
Industry Voices, Posted 12 Oct 2018

How to Achieve Integrated Marketing Greatness from Your Most Powerful Sales Tools: Call Intelligence and Your CRM

The customer journey has changed considerably in recent years. Now, whether it's from the web to phone or vice versa, customers are able to interact with your brand across various channels. However, this has presented a challenge for data-driven marketers: how exactly can you bridge the online-offline gap to profitably acquire customers if you can't piece their sales journey together? By integrating call intelligence and CRM systems.
Industry Voices, Posted 10 Oct 2018

The Downside of Directed Dialogue NLU (Video)

Omilia's Quinn Agen discusses the value of context and memory in delivering human-like interactions in self-service contact centers in this clip from SpeechTEK 2018.
Industry Voices, Posted 05 Oct 2018

Best Practices for Active Listening in ASR (Video)

SpeakEasy AI CEO Frank Schneider offers essential tips on using AI and active listening to enhance automatic speech recognition in this clip from SpeechTEK 2018.
Industry Voices, Posted 28 Sep 2018

How AI is Charting the Use of Chatbots in IT

Artificial Intelligence technology helps to improve enterprise workflows and IT practices.
Industry Voices, Posted 26 Sep 2018