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Customer Self Service > Features

Customer self-service solutions allow end users to access information and perform routine tasks without requiring the assistance of a live customer service representative. See below for the latest customer self-service news, trends, and solutions.

Features

2023 State of the Speech Technology Industry

The latest developments and trends in seven important sectors.

The Top Speech Technologies and Vendors: The 2022 Speech Industry Awards

Advances in AI, machine learning, natural language processing, and more fueled speech industry progress in the past year.

2022 Speech Industry Award Winner: LivePerson Centers on Conversational AI

LivePerson has been developing conversational technologies since its founding in 1995. A central piece in its technology portfolio for the past few years has been the Conversational Cloud, which the New York-based company launched in August 2020.

2022 Speech Industry Award Winner: NICE Powers Contact Centers with AI

When it comes to cloud contact center solutions, one could easily make the case that NICE CXone is among the leading integrated platforms. And in the past year, NICE really boosted performance and functionality with a slew of artificial intelligence-based capabilities powered by its Enlighten AI engine.

Interest Mounts for Emotion Detection

Speech analytics are getting better at identifying emotional states, but challenges remain.

Analytics Turns Its Sights on Interactions

A growing number of use cases in the contact center make the case for increased analytics.

2022 State of the Speech Technology Industry

The latest developments and trends in seven important sectors.

The 2022 State of Intelligent Virtual Assistants

More IVA building blocks are being put into place.

The 2022 State of Artificial Intelligence

Accuracy improves, but privacy concerns loom.

The Top Speech Technologies and Vendors: The 2021 Speech Industry Awards

Advances in AI, machine learning, natural language processing, and more fueled speech industry progress in the past year.

2021 State of the Speech Technology Industry

The latest developments and trends in seven important sectors

The State of Speech Engines

Developments come fast in a rapidly changing environment

The State of Speech Analytics

Technology now looks at more than what the customer said

The State of Voice Biometrics

Vendors need to respond to increasingly sophisticated threats

The State of Artificial Intelligence

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

Overcoming Bias Requires an AI Reboot

Biases in artificial intelligence can be mitigated with multiple programmers

Speech Continues to Advance in the Contact Center

Companies should look to further automate customer service with voice technologies

Marketers Need to Optimize for Voice Search

The voice channel presents unique opportunities and challenges for marketers

The State of the Speech Technology Industry

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

The State of Speech Analytics

Speech analytics is at the heart of digital transformations