Customer Experience AI: Will Perception Drive or Deter Adoption?

We've not yet seen the tipping point for customers when it comes to AI in the contact center.

Deepfakes Will Remain a Real Concern

As technology-driven trickery becomes harder to detect, intent looms large.

Augmented Reality Is a Therapeutic Game Changer

Users can interact with objects in a safe environment.

From Agent Assist to Employee Assist

Copilot apps are proliferating, and they mean business.

Speech System Designers Need to Hold Procedural Memory in Mind

Don't assume all users will be able to follow design updates.

The Speech Accessibility Project Could Open Doors, Literally

Dysarthric speech is getting more equal representation in voice algorithms.

AI Is Making UCC and the Contact Center into an Increasingly Powerful Combo

Teaming up these AI-fueled solutions yields a variety of shared capabilities and benefits.

COVID Increased Disability, but It Also Showed How to Make Society More Accessible

The number of people with disabilities has grown, and so will the need for accommodations.

Agent Hiring in the Age of AI

Artificial intelligence can help address agent churn before it happens.

The Accessibility Lessons Learned (And Not Learned) from COVID

Did educational institutions become more inclusive post-pandemic?

The AI Contact Center Is Finally Here

Natively integrated capabilities abound in core contact center functions.

Medical Practices Don’t Want to Be Pushed to the Cloud

Security/privacy concerns and administrative burdens plague cloud-based medical speech recognition.

Conversational AI Is Becoming More Practical

As a spring conference displayed, the technology is improving and the use cases growing.

People with Disabilities Helped Launch Speech Tech. Don’t Leave Them Behind

Design solutions that eliminate difficulties.

Enduring AI-Powered Retail Trends for 2022

Digital engagement will continue to enhance retail, both in the store and online.

Poor IVR Will Make Your Customers Talk (Not in a Good Way)

Subpar design is bad for everyone.

Speech and AI: From Tipping Point to Table Stakes

Gone are the days when adding virtual assistants was enough.

Laws Protecting People with Disabilities Won't Work if They're Not Applied

When IVRs Discriminate: A Case Study

What happened when a plaintiff took on a big telecom. The first in a two-part series.

Automated Solutions Have Become Work-from-Home Agents, Too

Adoption and interest in AI-infused capabilities got better because things got worse