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

Is Your Voice Data Safe in the Cloud?

Cloud-based files may have less legal protections than you think

Thanks, Siri! Speech Technology Is Remaking Customer Interactions

The digital transformation of customer care is coming, and speech technology will be at the forefront

Lessons From the Allvoice Patent Case

What the speech developer's suit against Microsoft means for software makers