-->

Columns

Laws Protecting People with Disabilities Won't Work if They're Not Applied

Assessing IVAs: How Do You Determine Which One Is Right for You?

There's still a lack of official standards, but some promising metrics have emerged

The Microsoft-Nuance Alliance: A Curative for Caregiver Conversations?

Nuance's enhanced cloud offerings could aid healthcare-focused analytics

Interaction Analytics Bring Real-Time Guidance to Contact Centers

Thanks to AI, the solutions are powering more personalized CX.

Speech Is Up for Any Challenge

As consumers' interactions shifted to digital channels, voice has become the interface of choice for many of those interactions.

Speech Technology as Hyperpolyglot? Soon, That Will Be No Hype

The ability to converse in multiple languages is a big business advantage, and speech solutions are working on the problem.

We Need Answers: Conversational Systems and Answer Technology

Digital assistants are getting better all the time, and answer technology needs to keep pace

Speech Emotion Recognition: The Next Step in the User Experience

Enhancing speech technology's emotional quotient will do wonders for human-machine interactions. The first in a two-part series.

Designing a Web Site? Learn from the Speech Business—Please!

Contact centers, whether with human or automated attendants, have a lot to teach corporate websites about usability.

Self-Service Is the Channel of Choice—When It Works

Companies are not benefiting from the shift in preference as much as they should be

A Tangled Web of Intelligent Assistants

Getting them all to cooperate would tap their incredible potential

Speech Technology Can Help Revive Indigenous Languages

Speech-to-speech translation can make education, media, and business more linguistically inclusive.

Digital Assistants and Privacy: Artificial Intelligence Weighs in

AI has some thoughts about whether it knows too much about you

When IVRs Discriminate: A Case Study

What happened when a plaintiff took on a big telecom. The first in a two-part series.

Let’s Take Action Before It’s Too Late

Has technology reached a point where it's nearly impossible to rein in, where legislation will never be able to catch up with the speed of advancing technology and innovation?

Businesses’ Voice Assistants Are Coming to a Smart Speaker Near You

Soon it will be de rigueur for every business to have its own IVA.

Speech Technology Is Not Yet Conversational Technology

The industry still lacks tools to support true conversation

IVAs: Using AI to Serve Customers and Contact Centers

True omnichannel customer service is becoming closer to reality

How Can Speech Technology Help?

Looking at all the ways speech recognition can step up amid the pandemic

Amid the Pandemic, Speech Technologies Expand the Telehealth Options

The telehealth approach is now providing treatments across the healthcare spectrum