How to Balance Conversational AI and Privacy
26 Sep 2022
Here's what needs to be in place to ensure quality data gathering but also employee protection when it comes to speech analytics.
Uncover Hidden Gems in Your CX Data with AI by NICE
25 Jul 2022
The Need for Continuous Speech Recognition Testing
22 Feb 2022
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
15 Feb 2022
Companies need to supplement traditional surveys with speech and text analytics. (Featured on SmartCustomerService.com.)
Using Purpose-Built AI to Manage Consumer Complaints
19 Oct 2021
Artificial intelligence can identify interactions that contain complaints and suggest ways to mitigate them.
Speech Recognition - The Gaming Industry's Answer to Avoiding Fines
13 Jul 2021
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.
4 Ways Speech Analytics Can Build the Contact Center of the Future Right Now
22 Mar 2021
To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey. (Featured on DestinationCRM.com.)
Speech Technology and Voice Data Enable True Competitive Advantage
10 Nov 2020
Speech technology could enable a true competitive advantage for businesses across sectors, but data shows that while business leaders would like to take advantage of the technology, many barriers still exist.
Speech Technology Has a Place in Ed Tech and English Language Learning
08 Jun 2020
Technology advances in speech recognition, pronunciation error detection, and speech scoring can make a huge difference in how students learn the English language.
Solutions that are the Critical Lifeline of Insight Especially in Time of Rapid Change
05 May 2020
Transforming Customer Interactions with Conversational Insight
01 May 2020
The Factors That Are Driving Contact Center Leaders to Use Speech Analytics
27 Feb 2020
Customer experience improvements, finding upsell and cross-sell opportunities, and ensuring regulatory compliance are the top reasons for speech analytics deployments. (Featured on SmartCustomerService.com
High-Value Verbiage Aids NLP in Predicting Consumer Behavior
25 Dec 2019
What do the Marine Corps and Disney have in common? Marketers for both may have found their holy grail in an AI-powered NLP tool that predicts consumer behavior based on informal online chatter.
Wrap it Up: How Speech Technology Helps Contact Centers Crush Holiday Challenges
11 Dec 2019
The holiday season isn't always "the most wonderful time of the year" for contact centers. Fortunately, speech-enabled technologies are playing a vital role in helping customer support organizations thrive over the holidays,
Speech Analytics Reveals Companies Aren’t F%!king Listening
21 Nov 2019
As customer sentiment becomes increasingly angrier, businesses must consider the underlying issues before it's too late. So, what are the common triggers for the frustration, and how do we resolve them?
Are You Listening to Me? Why VoC is Crucial to Business Success
30 Oct 2019
Today's consumers don't just want personalization, they expect it. And the call center is no exception. As organizations attempt to meet these expectations, gaining an understanding of the Voice of the Customer is imperative.
Five Must-have Speech Recognition Capabilities For the Modern Contact Center
16 Oct 2019
The latest advances in speech-to-text technology enable analytics software to deliver the most accurate and complete customer insights. To do so, robust ASR solutions must be able to do five things.
The Key to Business Growth: Using AI to Break Barriers in Sales Conversations
09 Oct 2019
Businesses let hundreds of millions of dollars slip through their fingertips because they fail to recognize opportunities embedded in conversational nuance. But AI can help.
Protecting User Data: How Close is the US to its Own GDPR?
25 Sep 2019
GDPR has already had wide-ranging consequences for companies collecting data, and now some are calling for federal regulations in the U.S. Voice-data isn't exempt from the regulations, and vendors need to be ready.
Enhancing Voice Search with Sentiment Analysis
28 Aug 2019
Sentiment analysis has the potential to revolution voice search, but as of now, search providers are not taking advantage of all it has to offer. Find out how using sentiment analysis can lead to more accurate search results and happier customers.