Speech Technology Magazine

Talking Tech

It’s Not the Recognizer

Examining speech application errors reveals several more likely causes.
Talking Tech, Posted 08 Jan 2011

Demystifying PaaS: The Value Proposition

Taking advantage of scalability and support puts the focus on customer experiences.
Talking Tech, Posted 01 Sep 2010

TTS Finds Global Media

With new markets come new uses for the technology.
Talking Tech, Posted 01 May 2010

Hello... Are You Still There?

Harking back to a simpler day when phones were less advanced.
Talking Tech, Posted 01 Oct 2009

Are You Doing Right by Your Customers?

Enterprises must find the right balance between live service and self-service automation
Talking Tech, Posted 01 Oct 2008

A Question of Geography

How to present geographic locations to Spanish-speaking users of automated systems in the U.S.
Talking Tech, Posted 22 Aug 2008

Beyond Misrecognitions and No Speech

How a larger taxonomy of errors can inspire change.
Talking Tech, Posted 01 Jun 2008

Moving the Conversation Forward

Don't harp on errors that can be resolved later.
Talking Tech, Posted 01 May 2008

Moving Beyond 'I'm Sorry, I Didn't Get That'

Reprompts should correspond to the type of error being generated.
Talking Tech, Posted 01 Apr 2008

Keeping the User in Control

Giving callers a sense of power during a call increases the chances for task completion
Talking Tech, Posted 01 Mar 2008

This Is Your Wake-Up Call

For speech to move into the mainstream, VUI designers need to jump in early.
Talking Tech, Posted 01 Nov 2007

A Multiple Approach Is Best

VUI testing should involve surveys, call recordings, and call logs together.
Talking Tech, Posted 09 Jul 2007

Internet Technologies in the Contact Center

The telecommunications industry is undergoing a major change from proprietary hardware-based systems to software-based systems built on open standards. Standards such as VoiceXML, CCXML, SIP, Service-Oriented Architecture, and other Internet technologies are radically changing how contact center applications are built and deployed. But these enabling technologies are only the means to an end. The real goals of applying new technologies to the contact center remain improving the customer's experience.
Talking Tech, Posted 09 Mar 2006

Voice Site Concepts 101: The Up and Down Arrows

Keep it simple. Such a straightforward goal, but one that is so often sacrificed in the search for engineering efficiency. My latest encounter with this penchant for complexity came in the form of the over-engineered elevator system at the Marriott Marquis in Times Square, host to SpeechTEK 2005.
Talking Tech, Posted 01 Aug 2005

Speech Recognition and Language Learning: A User's Plea

James Wimberley explains, "A speech recognition module tuned too finely to native speakers would be frustrating for learners; one that trained itself to accept their mistakes uncritically would miss an important learning opportunity."
Talking Tech, Posted 01 Aug 2005

Speech Driven Services at Higher Education Institutes

Guy Alon, marketing manager of NSC, explains how the higher education market can be a "huge potential of using speech recognition."
Talking Tech, Posted 01 Aug 2005

Why Can't You Listen to Your Information on Your Way to Work?

Gary Tjaden, founder and CEO of the Cocomo ID Company, explains that "there is a much more cost-effective approach to speech-audio publishing than the current digitized speech approach, which is to use a text-to-speech (TTS) engine embedded in a PDA or cell phone to speak general information downloaded as small text files.
Talking Tech, Posted 01 Jun 2005

Speech Technology for Persons With Disabilities: Are We Breaking Down Barriers or Creating New Ones?

Terry Thompson, senior computer specialist at the University of Washington, explains, "If industry players embrace universal design, all users - with and without disabilities - will finally be able to participate in our technology-enhanced world."
Talking Tech, Posted 01 May 2005

The Impact of the ScanSoft-Nuance Merger

Bill Meisel, president of TMA Associates (www.tmaa.com), explains why "The ScanSoft-Nuance merger, with ScanSoft agreeing to purchase the outstanding shares of Nuance and use the name Nuance for the merged company, will send shock waves through the companies' partner networks and end-user customers."
Talking Tech, Posted 01 May 2005

Regaining Consumer IVR Confidence: Companies Draw on Different Tools to Save IVR/Speech Interaction

Michael Chavez, vice president of client services at ClickFox, explains that "by leveraging a strategic combination of customer behavior intelligence, customer service interviews and surveys, organizations can reduce customer frustration with IVR systems, which will result in drastic savings, while also improving customer satisfaction."
Talking Tech, Posted 01 May 2005

Gearing up for the Grid: Speech with No Strings Attached!

According to Sumit Badal, senior staff software engineer with Nortel, "the Grid is coming - and so is unconstrained speech recognition."
Talking Tech, Posted 01 Apr 2005

Modernizing Communication among Field Service Workers

Travis White, vice president of marketing and product management at Datria, explains that predictable service should be a company's number one priority above all else.
Talking Tech, Posted 01 Nov 2004

Traps Leading from Good Intentions to Bad Automation

Peter Leppik - pleppik@vocalabs.com - takes a look at improving customer service.
Talking Tech, Posted 01 Jun 2004

Out of the Iron Age: Redefining Success

Gone are the days of big deals meaning big discounts for IVR ports. The new definition of success is how many calls can be resolved and how fast the next app goes into production.
Talking Tech, Posted 01 Aug 2003

Conversational Isn't What You Think It Is

The term "conversational" has been over generalized to refer to only one kind of conversation. His article explores in depth how designers can find a balance between maintaining the conversational flavor of speech while designing for more frequent use.
Talking Tech, Posted 01 Jul 2003

Speaking with One Voice

When one of the nation's leading telecommunications companies introduced an automated speech application to provide independent verification of its new customers - a practice required by the FCC - it approached the "go-live date" with some trepidation. On that day, the automated application would replace live agents as an initial point of contact for new customers - a critical point in the customer relationship. How would customers respond?
Talking Tech, Posted 01 Jul 2003

Let's Get Creative!

Speech application developers have long understood the importance of good voice user-interface design. The telephone is the most intimate form of communication most consumer product and service companies have with their customers. Unlike advertising, or even the Web, it's the contact medium where customers are the most engaged and prone to form impressions, good or bad, of a company.
Talking Tech, Posted 01 Jul 2003

Beyond Voice Quality

Text-to-speech (TTS) technology leaves many application designers at a crossroad. Although TTS technology is deployable - and it frequently sounds great - it still makes mistakes. What's more, it makes some mistakes that seem painfully obvious to us.
Talking Tech, Posted 01 Jun 2003

Maintaining and Increasing Customer Satisfaction Through Voice Automation of Directory Assistance

Several billion times each year consumers call over wireline and wireless networks and pay a transaction fee to get a telephone number. Directory Assitance (DA) Service Providers in North America spend hundreds of millions of dollars to offer this service, with most of the money paying the cost of the operators.
Talking Tech, Posted 01 May 2003