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.