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Industry Voices

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

Conversational AI Is Finding Its Voice

The future of multilingual support lies with conversational artificial intelligence.

How Speech Recognition Can Improve Efficiency in Marketing 

Marketing doesn't suck, but speech recognition could make it better. Here's how.

The Need for Continuous Speech Recognition Testing

Conversational AI and voice have to be tested to ensure that they work flawlessly.

Customer Service Must Adapt to Expanded Touchpoints for Voice of the Customer Insight

Companies need to supplement traditional surveys with speech and text analytics. (Featured on SmartCustomerService.com.)

The Risks Posed by Biases in Voice and AI

Artificial intelligence is still a novel concept with its own unique benefits and flaws. This is how it will integrate into sales, marketing, and customer interactions.

Companies Are Investing in Voice, But They're Ignoring the Real Problem

For voice to be truly effective, it needs to be tested in real-world environments.

Anatomy of an AI-Powered Voice Assistant

Conversational AI will be one of the leading technologies to radically evolve how businesses interact with their partners and customers.

Using Purpose-Built AI to Manage Consumer Complaints

Artificial intelligence can identify interactions that contain complaints and suggest ways to mitigate them.

With the Convenience of Voice Technology Comes Great Responsibility

Voice processing on device could solve the industry's data privacy challenges.

Three Key Considerations to Enable Objectivity, Upskill Workers, and Gain Buy-In for Change

AI and automation help companies and employees move toward customer-centricity.

Four Pitfalls to Avoid When Building Compelling Voice Experiences

As voice experiences grow in popularity, here are some pitfalls developers can avoid when creating voice-focused products. 

Speech Recognition - The Gaming Industry's Answer to Avoiding Fines

Speech recognition is processor intensive, but a well-engineered, highly tuned GPU-powered system can decrease costs and allow gaming companies to train the system to cope with customers' specific languages. 

Using AI for Conversational Intelligence Across All Channels

Modern customer experience requires all channels to be brought together with artificial intelligence.

Voice Is Next for Digital Transformation: Are You Ready?

There are no excuses for not having a voice strategy today.