| Category: Utilities |
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Would You Do This?
Vendors are betting that you will as they move toward a one-call-to all unified communications strategy
Cover Story,
Posted 01 Mar 2007
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Conversational Voice Authorization Is a Natural Over the Phone
Sometimes it helps to have multiple personalities. However, it is generally not helpful when someone else borrows one of these personalities to make unauthorized purchases on one's charge account. For phone-based access to financial services, health records, technical support or more routine customer care, "conversational sign on," which mixes voice biometrics with multi-factor authentication methodologies, should be the preferred method for identity validation. …
Industry View,
Posted 30 Aug 2005
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Using the Phone to Transform Customer Service into a Strategic Asset
Contact centers in several thousand enterprises around the world have derived cost savings and customer satisfaction benefits by deploying speech recognition technology to automate customer service calls. The return on most of these deployments is usually measured in months, and customer satisfaction surveys indicate that callers frequently prefer voice for conducting service transactions—as opposed to touchtone or lengthy live agent interactions. …
Feature,
Posted 30 Aug 2005
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Pacific Gas & Electric Powers Calls Naturally With Speech
Gas and electric utility companies around the world help power almost every facet of our lives. According to the Energy Information Administration (EIA), from 1949 to 2003, energy production has increased from 31.722 quadrillion Btu to 70.474 quadrillion Btu1. As far as electricity itself is concerned, U.S. production reached 3,883,185 kilowatt hours and U.S. electric utility production had a net generation of 2,462,281 kilowatt hours for 20031. With a total of 134,449,8251 U.S. customers, utility
Deployments,
Posted 20 Jun 2005
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Virtual Assistants & Mobile Phones: How Speech Makes the Merger
Within the next decade, true interactive speech is expected to be pervasive and in everything. Digital cameras, air conditioners, watches, televisions, PCs, printers, mobile phones, cash registers, kiosks, automobiles, and vending machines will all have voices to announce their status and function. Not only will they accept spoken commands, they will hold conversations with us. Your TIVO will discuss its programming, your car will tell you where to turn, and your mobile phone will remind…
Feature,
Posted 26 Apr 2005
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Vendor Directory of Assistive Technology
A-C ALVA Access Group436 14th Street, Suite 700Oakland, CA 94612Tel: 888-318-2582info@aagi.comwww.aagi.com ATIA – Assistive Technology Industry Association401 N. Michigan AvenueChicago, IL 60611-4267 Tel: 877-OUR-ATIA (687-2842)Tel: 312-321-5172Fax: 312-673-6659Info@ATIA.org www.atia.org Avaya, Inc.211 Mt. Airy RoadBasking Ridge, NJ 07920Tel: 866-GO-AVAYAwww.avaya.com AVSI--Automated Voice Systems, Inc.17059 El Cajon AvenueYorba Linda, CA. 92686Tel: 714-524-4488Fax: 714-996-1127mastervoice@mail.comwww.mastervoice.com Closing the GapComputer Technology in Special Education and Rehabilitation…
Feature,
Posted 26 Apr 2005
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Automating the Tower of Babel
When we think about how speech recognition is used we generally envision it operating in a human-machine interaction. That's not surprising because that's the context in which speech recognition operates today. This human-machine paradigm is not, however, how speech technology will be used in the future; one of the most exciting areas of automated human-human communication is speech-to-speech machine translation.
Forward Thinking,
Posted 11 Sep 2004
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What's Your Value? It's Just A Phone, Stupid.
Recently, we had the exhilarating experience of undergoing a merger. In the interim, we were able to set up a fully functional intranet, a speech-based automated attendent, and a virtual Exchange server in one day.
Industry View,
Posted 05 May 2003
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Automated Directory Assistance
Speech-enabling the Next Generation of Customer Service
In the recent Voice Portals and Applications Report published by Datamonitor, the company combines the Auto-attendant and Directory Assistant Applications for reporting purposes, but states that supply-side revenues in 2002 will be $145 million and will grow by 31% to $190 million in 2003. The Directory Assistance (DA) market is gaining new ground as companies in the space have begun implementing premium services to their offerings, e.g., speech recognition technology. While providing such enhanced services to their customers, companies around the world are trying to reduce operating costs and/or create new streams of revenue. Keeping increased customer satisfaction and driving-up repeat usage in mind, many service providers are finding that automating their DA service is helping them meet their goals.
Feature,
Posted 10 Sep 2002
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Conversational Marketing:
Speech technology makes the telephone a new medium
The Voice User Interface (VUI)—speech recognition supported by text-to-speech and speaker verification—is changing the way the telephone is used in two ways. First, by helping us connect with one another. The VUI enhances standard telecommunications functions, such as dialing and voice mail, making them easier to use. It makes the addition of enhanced communication services, such as telephone access to email, feasible and usable. It makes directory assistance more economical, benefiting the service provider, but ultimately the consumer as well. In the long run, the network may use "voice tone" (speech recognition) rather than dial tone (the keypad), as its primary means of interaction with the caller.
Feature,
Posted 10 Sep 2002
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HUMAN FACTORS
Can Speech Improve Cell Phone Interfaces?
Interactive Voice Response (IVR) systems are everywhere. For the past decade, consumers have dialed regularly into computer systems to obtain automated bank, portfolio, and account information, airline schedules, movie times, and the like. We have become so accustomed to using IVRs that, like answering machines, we may no longer be aware of whether or not we like them. They are useful, relatively easy to use, but mostly so prevalent that we frequently have no choice but to use them.
Feature,
Posted 30 Apr 1999
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Speech On The Web: Speech Combines Telephone and Internet
Lucent Technologies is driving the convergence of the Internet and telephone networks to make accessing a business' services a better experience for customers through a choice of natural interfaces. The Natural Information Interface, demonstrated at the Council on Competitiveness' National Innovation Summit at MIT in March, combines advanced speech technologies with flexible Web and phone interfaces to create a true convergence of telephone and internet applications, making it possible for users to converse naturally with an automated system.
Feature,
Posted 30 Jun 1998
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Market Analysis: Telephone Present a New Face
William Meisel, a well-known speech industry consultant, has just completed a comprehensive market study of telephone speech recognition entitled The Telephony Voice User Interface: Speech recognition, Text-to-speech, and speaker verification over the telephone. Brian Lewis, the editor of Speech Technology magazine, talked to Meisel about the report.
Feature,
Posted 30 Jun 1998
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Market Analysis: Opportunities in Speech
During the second half of 1997, Wohl Associates spent considerable time looking at various aspects of the speech marketplace, interviewing vendors and users, and forming opinions as to the status of the market and its future directions.
Feature,
Posted 01 Apr 1998
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Companies: Utilities
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