Industry Voices

What If We Didn't Loath Self-Service?

Generative AI and large language models are far different from the inventions of the past. This time, they're for real. (Featured on SmartCustomerService.com.

The Curious Corporations’ Guide to Generative AI in the Contact Center

Generative AI is having a moment, but companies can ill afford a momentary lapse of reason in the responsible application of this technology. (Featured on SmartCustomerService.com.)

Generative AI and the Contact Center: Embracing the Next AI Revolution to Augment CX

If companies integrate generative AI correctly into their contact centers, they'll meaningfully improve the customer experience (CX), boosting customer satisfaction, loyalty, and revenue. (Featured on DestinationCRM.com.)

How Voice Cloning is Transforming Podcasting

The potential of voice duplication and synthetic voices is huge for podcast creators, offering efficiency and lowering the barriers to production and distribution.

What Does Scaling Mean for the Speech-to-Text Industry?

Speech-to-text services have gained accuracy, but scaling will require additional compute power.

How to Design Voice-Enabled Experiences Kids Will Love 

Technology designed for adults can't just be downsized for use by children.

The Importance of Voice Control on Aging in Place

The development of voice control language processing and available applications will impact seniors' ability to safely age in place.

5 Predictions for Voice Technology in 2023

How to Balance Conversational AI and Privacy

Here's what needs to be in place to ensure quality data gathering but also employee protection when it comes to speech analytics.

AI Voice: Working with, Not Against, Humans

Companies can leverage automated voice in new ways, building fuller, more authentic connections with their audiences.

How Conversation Intelligence Is Revolutionizing the Call Center Experience

By leveraging AI and machine learning, call centers and other businesses can create easy-to-digest analytical summaries from conversations or groups of conversations that can tell where conversations are going well and where they could be improved. 

The Impact of Web 3.0 on Voice Technology

AI-powered voice applications will be important in Web 3.0.

Audio Is the Missing Piece in the Online Productivity Predicament

Audio is central to CX, especially in an increasingly virtual world. The lack of investment in audio technology is having a major impact on call center success and the well-being of agents. (Featured on SmartCustomerService.com.)

Uncover Hidden Gems in Your CX Data with AI by NICE

Conversational AI Is Finding Its Voice

The future of multilingual support lies with conversational artificial intelligence.

How Speech Recognition Can Improve Efficiency in Marketing 

Marketing doesn't suck, but speech recognition could make it better. Here's how.

The Need for Continuous Speech Recognition Testing

Conversational AI and voice have to be tested to ensure that they work flawlessly.

Customer Service Must Adapt to Expanded Touchpoints for Voice of the Customer Insight

Companies need to supplement traditional surveys with speech and text analytics. (Featured on SmartCustomerService.com.)

The Risks Posed by Biases in Voice and AI

Artificial intelligence is still a novel concept with its own unique benefits and flaws. This is how it will integrate into sales, marketing, and customer interactions.

Companies Are Investing in Voice, But They're Ignoring the Real Problem

For voice to be truly effective, it needs to be tested in real-world environments.