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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

2024 State of AI in the Speech Technology Industry

How generative (and other types of) artificial intelligence is impacting five important sectors.

2024 State of AI in the Speech Technology Industry: AI’s Impact on Natural Language Processing

Speech systems will continue to get more conversational with AI advances.

The Top Speech Technologies and Vendors: The 2023 Speech Industry Awards

AI, AI, and more AI: The technology is disrupting everything, and it's found everywhere in our speech industry achievements for 2023.

2023 Speech Industry Award Winner: ReadSpeaker Embeds TTS in Many More Platforms

With almost 25 years of experience in developing text-to-speech solutions, ReadSpeaker today offers one of the largest selections of expressive, humanlike voices in the industry.

2023 Speech Industry Award Winner: SoundHound AI Brings Speech Breakthroughs to the Mainstream

SoundHound AI, based in Santa Clara, Calif., this year launched, among other things, Chat AI, a voice-enabled digital assistant with generative artificial intelligence; and Smart Answering, which uses voice AI to handle inbound customer calls.

Speech Analytics Can Help Steer Chatbot Interactions

Companies are beginning to apply traditional speech analytics to their automated conversations.

2023 Vertical Markets Spotlight: A Speech Technology Special Report

Our roundup of the speech innovation taking place in eight important industry verticals.

2023 Vertical Markets Spotlight: Speech Technology in Government

Public-sector entities can improve customer service, delivery of benefits and services, efficiency, transparency, and more.

2023 Vertical Markets Spotlight: Speech Technology in Restaurants

Staffing shortages prompt a greater use of voice ordering automation.

2023 Vertical Markets Spotlight: Speech Technology in Retail

Voice shopping from home and at retail kiosks is proliferating.

2023 Vertical Markets Spotlight: Speech Technology in Travel and Hospitality

Voice brings concierge service to bookings and hotel stays.

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.