What Should You Do About GenAI in the Contact Center?

Plan for both the short term and the long term.

Deepfakes Will Remain a Real Concern

As technology-driven trickery becomes harder to detect, intent looms large.

How AI Is Transforming Self-Service

Customers show a preference for helping themselves when self-service apps are up to it.

Generative AI’s 6 Paradoxes for Customer Service

The tensions and undercurrents in the wake of genAI should be better understood.

From Labyrinth to Lifeline: How Mobile Apps Are Revolutionizing Government Services

Apps are fundamentally changing the way people access services like license renewals and tax filing, and speech technologies are playing a central role.

Speech Technology Is Primed for a Big Leap Forward

Personal assistants? Try personalized assistants.

Mobile Apps Need Better Speech Interfaces

Now is the time to consider how your company could implement or upgrade its voice assistant mobile app interfaces.

New Trends in Speech Technology: A Report from the Cutting Edge

Here's the research on which dramatic new capabilities are based.

Medical Diagnosis Applications Are the Frontier of Speech Tech

AI-based voice apps can help in the early diagnosis of disorders such as Parkinson's and Alzheimer's.

Speaking of Speech Tech’s Future, It Suddenly Arrived

Let's not take all of this progress for granted.

Post-Retirement, Speech Tech Projects Await

What will I do if I stop working? What won't I do

The Future Is Bright for the CCaaS Sector

These expanded platforms have altered the WEM competitive landscape.

Case Studies Provide Answers to Real-World Problems

Here's how some of your peers have solved problems similar to yours.

Voice Cloning Using Artificial Intelligence Is a Pandora’s Box

It is the best of times, it is the worst of times for this powerful technology.

Pitfalls Facing Conversational Assistants: Hallucinations and Deepfakes

Bad data (and actors) can have consequences.

Augmented Reality Is a Therapeutic Game Changer

Users can interact with objects in a safe environment.

Standards for Evaluating Generative AI

Assessing the output of genAI systems is easier said than done.

The Voice Fraud Threat Is Real

"Everyone needs to be concerned about the technology being used for nefarious purposes."

ChatGPT Solves Some Translation Conundrums

Outstanding automatic translation at everyone's fingertips is getting closer.

Generative AI Is the Swiss Army Knife for Today’s Conversational Assistants

Helpful assistants can become even more so thanks to genAI.