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Customer Interaction Technologies > Features

The list of solutions used in customer interaction and relationships management is changing rapidly as technology advances and make more possible. From chatbots to IVR, the technologies contained here are far-reaching. See below for the latest customer interaction technology news, trends, and solutions.

Features

2021 State of the Speech Technology Industry

The latest developments and trends in seven important sectors

The State of Assistive Technology

Advances bring accessibility to more platforms and devices

The State of Artificial Intelligence

AI takes many forms, but they all have increased speech's usefulness

The State of the Speech Technology Industry

Artificial intelligence is improving almost every aspect of the speech industry.

Artificial Intelligence and the Customer Journey

The combination of AI and speech technology is transforming the way marketers think about customer experience, but many are still hesitant to put plans into action, as consumer expectations may outpace technological reality.

Would You Like Fries With That? Speech Technology at the Drive-Thru

McDonald's recent acquisition of Apprente was big news, but voice-ordering is nothing new to the world of fast-food. This move just goes to show how important speech technology will be in the future of QSRs.

Diagnosing Disease with Speech Analytics

It's now possible to detect everything from depression to Parkinson's disease with speech analytics, but privacy concerns are still being dealt with

Survey Says Users Still Suspicious of Conversational AI

When Google debuted Duplex in 2018, the voice assistant was deemed a little too human sounding, prompting some to wonder whether it was ethical to have an unsuspecting stranger engage with it. New research suggests people's concerns have not gone away.

Chatbot Development: Your Guide to Getting It Right

The race is on to include chatbots in marketing and CRM efforts, but many companies still aren't getting it right—and these tips can help

New Uses for Speech Analytics

Artificial intelligence and machine learning are transforming many industries and technologies. Speech analytics is no exception--take a deep dive into the new uses and applications for speech analytics.

The 2018 Speech Industry Star Performers

These cutting-edge vendors are leading the way in AI, analytics, natural language, smart speakers, and more. 

2018 SPEECH TECHNOLOGY IMPLEMENTATION AWARD: ISRAEL DISCOUNT BANK

Letting Customers Send Their Money Where Their Mouth Is.

Top Trends in Speech Technology for 2018

At a time when the pace of change in speech technology evolution and adoption seems to be on hyperdrive, a few key trends are pointing where the industry will move in the coming months.

Speech Tech Systems Need Expanded Capabilities, Training for Improved Customer Service

Seventy-four percent admit they are more loyal to a company if they can talk to a person—versus a machine—when they need assistance, according to a new report from Calabrio.

Survey Shows Frustration with Traditional Approach to AI

Speech tech providers should realize that people expect any voice communications on a smartphone to be very short and will shy away from voice recognition "help" that is often more frustrating than helpful because the actual speech recognition is poor, says Abinash Tripathy, founder and CSO at Helpshift. 

GDPR Implications for Speech Technology

With regard to AI-enabled devices like Siri and Alexa that listen to surrounding conversations, vendors will likely have to gain permission from European consumers to record and store voices, and ensure that downstream applications are GDPR-compliant as well.

SpeechTEK 2018: SMS Chat On a Global Scale

Is texting its own language? That's a question Performance Technology Partners had to answer when working on a SMS and chat survey for Chinese customers.

SpeechTEK 2018: Designing Voice for Accidental Narcissists

It's time to stop iterating and start innovating when it comes to customer experiences.

Avaya Acquires Spoken Communications

Spoken's contact center offerings supercharge Avaya's move into big data, machine learning, AI, and the cloud. (Featured on SmartCustomerService.com.)

Voice Assistants to Revolutionize Commerce, Research Finds

User spending via voice assistants is expected to grow as much as six times in three years, Capgemini reported recently.