Hospitality’s New Frontline Risk: AI Voice Fraud

Hospitality businesses are adapting to the rising threat of voice cloning scams by strengthening fraud detection practices and prioritizing real-time intelligence sharing.

Voice AI Is Fueling Serious Investment Interest

VCs see exciting opportunities for the technology in the B2C and B2B sectors.

How GenAI is Encouraging Customers to Return to Voice

Voice is making a comeback as a communication channel for customer service, as new technology makes it even more viable.

Conversational AI Is Transforming Customer Experience, So Adapt It Now

Conversational AI is poised to dominate industries into 2025, revolutionizing customer experience with its potential to enhance efficiency, personalization, and cost savings. (Featured on SmartCustomerService.com.)

ASR vs. LLMs – Why Voice is Among the Biggest Challenges for AI 

The buzz around genAI often focuses on large language models (LLMs) like ChatGPT, but automatic speech recognition (ASR) systems present an entirely different level of complexity. 

Companies Need to Set AI Agent Interaction Policies and Procedures

Many details need to be worked out surrounding how instructions given by live people's voice assistants are recognized and performed.

Solving Voice AI Latency Could Herald an Entirely New Human-Computer Interaction

Ultra-low latency voice AI technology, which can generate speech in just 25 milliseconds, could transform human-machine interaction across industries while potentially reducing screen time and making digital interactions more natural.

The Last-Mile Challenges in Speech-to-Text

You need speech-to-text outputs that are reliable for business use, not just technically accurate.

The Evolution and Importance of Voice Surveillance 

With voice data, companies must strike a delicate balance between maintaining privacy and ensuring security. 

Why Speech Researchers Need Better Benchmarks

Long-form speech recognition is here and growing. With updated datasets, we can accurately train and test ASR models for real-world use cases.

The CX Industry Must End Impossible Voice Response

With the right strategy, impossible can become inviting when it comes to IVR interactions. (Featured on SmartCustomerService.com.)

Elevating GenAI for Use By All

Unlike many other technologies, generative AI is accessible to organizations and contact centers of all types and sizes.

Generative AI Will Redefine Crucial Work Skills, but It Can’t Replace Human Expertise

GenAI signals new possibilities, and it's inevitable that certain tasks will be automated. But humans won't be replaced; instead, their roles will be elevated.

Preventing Deepfake Phishing from Leaving Customers on the Hook

Customer service personnel need to be trained to detect and react to deepfake phishing attempts. (Featured on SmartCustomerService.com.)

Proactive Telecom Monitoring Is Imperative for Superior Customer Experiences

Before deploying speech systems, it is imperative to understand and benchmark speech quality and address issues to ensure they operate effectively and ultimately deliver a superior customer experience.

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.