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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

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

The State of Artificial Intelligence

As AI becomes ubiquitous, voice technologies improve and expand into more areas

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.

Transformation in the Contact Center

Customer service has moved from call centers to a multichannel and now omnichannel customer experience approach, with cloud-based communications, well-designed IVR, and powerful reporting capabilities thanks to artificial intelligence (AI), chatbots, natural language processing (NLP), and more.

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.

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

The Voice Data Gap and How to Close It

Companies still aren't doing enough to capture voice data, but advances in transcription, AI, and machine learning could change things

The Challenges of Monetizing Speech Applications

Speech applications are hot, but still provide more value than revenue. We talk to the experts about how to monetize your speech apps, and how value might be just as important as revenue.

The 2019 State of Intelligent Virtual Assistants

Accuracy rates rise and quality improves

The 2019 State of Speech Analytics

Cloud-based solutions give speech analytics a boost

Improving Conversational Virtual Assistants with Natural Language Processing

Better audio and Big Data are among the advancements making virtual assistants better

Embedding Speech Biometrics on Devices

Voice biometrics just might be the next great hope in securing data and other content. But as people use their mobile devices for more and more, embedding speech biometrics on these devices becomes more important

The 2018 Speech Industry Star Performers

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

Self-Service and Assisted Service: Putting It All Together

The customer experience gets a boost when service systems work as one

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.