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
Pandemic Gives a Glimpse of Life with a Disability
The day-to-day just got more complicated for us all
Infusing AI and Speech into the Mobile Retail Customer Experience
AI-powered apps are employing speech as part of an all-important omnichannel approach
Assistive Devices Help Millions—but They Can (and Will) Go Further
Assistive speech technology needs to be both more available and more usable
Augment or Automate? With AI, There’s a Place for Both
Augmented intelligence is the AI path for improving, not replacing, the human workforce
Helping the Vocally Impaired Speak in Their Own Voice
Thanks to voice banking, digitized speech retains the essence of the original speaker
Amid the AI Fervor, a Case for Automating with a Human Touch
When bots and live agents tackle customer service together, CX and the bottom line benefit
AAC Tech Can Help Those with Speech Disabilities Navigate Public Places
Augmentative and alternative communication puts control in the hands of people with speech disabilities, and that should be good for businesses, too
People with Speech Disabilities Have Accessibility Requirements, Too
Businesses should consider how to make their stores hospitable to speech-disabled patrons
Voice Tools Could Help Brick-and-Mortar Retail Remain Relevant
Stores need to embrace technology to help the customer experience and bring back shoppers
The Voice Option in Customer Service Must Not Be the Only One
Sometimes keypads are necessary. They cannot be taken out of the service equation.
Robotic Process Automation Reduces Human Grunt Work
Chatbots and IVAs get all the ink, but RPA applications are vital to a smooth contact center operation
Voice Data Collection Must Be Transparent
Consumers need to know whether their data will be used, and for what purpose
Virtual Assistants Make Speech Technology Relevant Worldwide
Customers everywhere are growing increasingly comfortable talking to IVAs
How Private Is Medical Speech Data?
Not very, as ‘anonymized' data and privacy policies show. Meaningful consent might be a start
Doctors’ Speech Data Should Belong to Them
Vendors' privacy policies can put physicians using speech recognition in a tough spot