Speech Technology Magazine

 

Industry Voices

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

The Case for Active Listening in Speech Recognition (Video)

SpeakEasy AI CEO Frank Schneider explains how AI and active listening improve ASR accuracy in this clip from SpeechTEK 2018.
Industry Voices, Posted 21 Sep 2018

How Intelligent Agents Leverage NLU, Intents, and Entities (Video)

Ulster University Professor Michael McTear discusses how contemporary natural language-based intelligent agents use intents and entities rather than traditional parse trees in this clip from SpeechTEK 2018.
Industry Voices, Posted 14 Sep 2018

Top 5 Tips for Designing Chatbots

The following five tips should help you avoid most common pitfalls while designing your chatbot or digital assistant and create a satisfying user experience.
Industry Voices, Posted 12 Sep 2018

Guidelines for Designing Chatbots (Video)

Ulster University Professor Michael McTear identifies key resources for chatbot design best practices as well as tools and frameworks for building voice-user interfaces in this clip from SpeechTEK 2018.
Industry Voices, Posted 07 Sep 2018

How Users Interact with Different Types of Intelligent Agents (Video)

Ulster University Professor Michael McTear discusses how interactions differ with different intelligent agents, from one-shot dialogue to system-directed dialogue and mixed-initiative in this clip from his presentation at SpeechTech 2018.
Industry Voices, Posted 31 Aug 2018

The Three Types of Intelligent Agents (Video)

Ulster University Professor Michael McTear breaks down the intelligent agent field in terms of type, technology, and functionality in this clip from SpeechTEK 2018.
Industry Voices, Posted 24 Aug 2018

How Conversational Self-Service Improves the Contact Center Experience (Video)

Omilia's Quinn Agen discusses the way an an end-to-end conversational approach in machine-to-human interaction helps deliver satisfying contact center experiences in this clip from SpeechTEK 2018.
Industry Voices, Posted 17 Aug 2018

How Machine Learning and AI Can Enhance Virtual Agent Training (Video)

USAA's Brett Knight discusses how USAA has used machine learning and AI in virtual agent training at the enterpise level in this clip from SpeechTEK 2018.
Industry Voices, Posted 10 Aug 2018

How AI is Transforming Call Center Training

Machine learning will revolutionize call center coaching methods.
Industry Voices, Posted 08 Aug 2018

Why Customers Prefer Conversational Self-Service (Video)

Omilia's Quinn Agen discusses the advantages of taking a conversational approach in automated contact center customer care in this clip from SpeechTEK 2018.
Industry Voices, Posted 03 Aug 2018