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

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.