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Customer Interaction Technologies > Industry Voices

The list of solutions used in customer interaction and relationships management is changing rapidly as technology advances and make more possible. From chatbots to IVR, the technologies contained here are far-reaching. See below for the latest customer interaction technology news, trends, and solutions.

Industry Voices

Conversational AI Is Finding Its Voice

The future of multilingual support lies with conversational artificial intelligence.

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.

Voice Technology is Essential to Digital Transformation

Advances in speech technology are ensuring that voice continues to have a role in customer interactions.

What Brings Virtual Conversations to Life?

Speech recognition must be dynamic and adapt to real-time dialogue shifts to best serve customers.

The AI-Driven Future of Customer Service

AI has huge potential to improve and standardize customer service interactions across companies.

Speech Technology and Voice Data Enable True Competitive Advantage

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 Recognition Just Got Supercharged

Advances in artificial language are making speech recognition a cost-saver, revenue-booster, and satisfaction-raiser.

Wake Words Will Soon See a Resurgence

As consumers get more accustomed to using voice interfaces, wake words will become more prominent.

Voice Is Enterprises' Next Interface

Voice remains the sturdiest bridge between employees, customers and enterprises, and that's why it will continue gaining momentum and prove to be the next critical interface.

Solutions that are the Critical Lifeline of Insight Especially in Time of Rapid Change

Harnessing the Power of our Next Generation Voice Solutions

Transforming Customer Interactions with Conversational Insight

Connect to Customers with the Help of Google, Amazon, and Apple

Building digital assistants to help customers is becoming an industry requirement, so companies should start soon if they don't already have one.

Customer Support Predictions for 2020

Staying ahead of key trends can be key in helping companies create a personalized customer experience. Here are five key trends that will shape customer support in 2020.

Wrap it Up: How Speech Technology Helps Contact Centers Crush Holiday Challenges

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

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? 

How Millennials and Generation Z Are Helping to Drive Voice-Based Solutions for Urgent Customer Support

The fact is, many consumers, and in particular younger ones such as Millennials and Generation Z, prefer voice communications when interacting with organizations for urgent support.

Five Must-have Speech Recognition Capabilities For the Modern Contact Center

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.