Industry Voices

Why Speech Researchers Need Better Benchmarks

Long-form speech recognition is here and growing. With updated datasets, we can accurately train and test ASR models for real-world use cases.

The CX Industry Must End Impossible Voice Response

With the right strategy, impossible can become inviting when it comes to IVR interactions. (Featured on SmartCustomerService.com.)

Elevating GenAI for Use By All

Unlike many other technologies, generative AI is accessible to organizations and contact centers of all types and sizes.

Generative AI Will Redefine Crucial Work Skills, but It Can’t Replace Human Expertise

GenAI signals new possibilities, and it's inevitable that certain tasks will be automated. But humans won't be replaced; instead, their roles will be elevated.

Preventing Deepfake Phishing from Leaving Customers on the Hook

Customer service personnel need to be trained to detect and react to deepfake phishing attempts. (Featured on SmartCustomerService.com.)

Proactive Telecom Monitoring Is Imperative for Superior Customer Experiences

Before deploying speech systems, it is imperative to understand and benchmark speech quality and address issues to ensure they operate effectively and ultimately deliver a superior customer experience.

What If We Didn't Loath Self-Service?

Generative AI and large language models are far different from the inventions of the past. This time, they're for real. (Featured on SmartCustomerService.com.

The Curious Corporations’ Guide to Generative AI in the Contact Center

Generative AI is having a moment, but companies can ill afford a momentary lapse of reason in the responsible application of this technology. (Featured on SmartCustomerService.com.)

Generative AI and the Contact Center: Embracing the Next AI Revolution to Augment CX

If companies integrate generative AI correctly into their contact centers, they'll meaningfully improve the customer experience (CX), boosting customer satisfaction, loyalty, and revenue. (Featured on DestinationCRM.com.)

How Voice Cloning is Transforming Podcasting

The potential of voice duplication and synthetic voices is huge for podcast creators, offering efficiency and lowering the barriers to production and distribution.

What Does Scaling Mean for the Speech-to-Text Industry?

Speech-to-text services have gained accuracy, but scaling will require additional compute power.

How to Design Voice-Enabled Experiences Kids Will Love 

Technology designed for adults can't just be downsized for use by children.

The Importance of Voice Control on Aging in Place

The development of voice control language processing and available applications will impact seniors' ability to safely age in place.

5 Predictions for Voice Technology in 2023

How to Balance Conversational AI and Privacy

Here's what needs to be in place to ensure quality data gathering but also employee protection when it comes to speech analytics.

AI Voice: Working with, Not Against, Humans

Companies can leverage automated voice in new ways, building fuller, more authentic connections with their audiences.

How Conversation Intelligence Is Revolutionizing the Call Center Experience

By leveraging AI and machine learning, call centers and other businesses can create easy-to-digest analytical summaries from conversations or groups of conversations that can tell where conversations are going well and where they could be improved. 

The Impact of Web 3.0 on Voice Technology

AI-powered voice applications will be important in Web 3.0.

Audio Is the Missing Piece in the Online Productivity Predicament

Audio is central to CX, especially in an increasingly virtual world. The lack of investment in audio technology is having a major impact on call center success and the well-being of agents. (Featured on SmartCustomerService.com.)

Uncover Hidden Gems in Your CX Data with AI by NICE