Interoperability Benefits Everyone, So Everyone Should Get Behind It
While the need to improve interoperability is clear, a lot of work must be done to forge a comprehensive set of standards.
Speech System Designers Need to Hold Procedural Memory in Mind
Don't assume all users will be able to follow design updates.
Real-Time Transcription Serves an Immediate Need (or Lots of Them)
Contact centers are seeing all kinds of potential use cases,
The Need for Explainable AI in Speech Technology
As artificial intelligence becomes more widely adopted, it will have to be more responsible.
AI + IA = Great CX
This equation is reinventing the contact center.
Conversational Assistants and Privacy
Guiding principles (and potential issues) for our AI-powered future.
The Future of Dubbing: Automatic Media Voice Translation
Artificial intelligence is ushering in a new era in translation.
The Speech Accessibility Project Could Open Doors, Literally
Dysarthric speech is getting more equal representation in voice algorithms.
With Conversational AI, the Standards Work Heats Up
The W3C has published recent standards that will impact AI-powered speech applications.
Analytics Continues Its Charge Beyond the Phone
Companies are gaining even more actionable business intelligence by deploying artificial intelligence and natural language processing engines to customer conversations in multiple digital channels.
The Contact Center Supervisor Workspace Gets a Makeover
From analytics to Copilot, this desktop is supercharged.
Recognizing Atypical Speech Is ASR’s Achilles’ Heel
Accessibility can't be an afterthought.
Large Language Models Are Suddenly All the Talk in Speech Technology
A few considerations before going all in on the hype.
Conversational Assistants’ Next Step: Communities
As the apps become more ubiquitous, they'll need to interact.
Real-Time Guidance Is Key to a Great Service Experience
RTG can elevate customer interactions into relationship building sessions.
AI Is Making UCC and the Contact Center into an Increasingly Powerful Combo
Teaming up these AI-fueled solutions yields a variety of shared capabilities and benefits.
How to Make ChatGPT Usable for Enterprises
Not surprisingly, a standardized format would make the process a lot easier.
It’s Time to Cross Speech Tech’s Annoying Valley
Face it: IVR systems are almost all annoying.
COVID Increased Disability, but It Also Showed How to Make Society More Accessible
The number of people with disabilities has grown, and so will the need for accommodations.
Voice Assistant Technology Struggles with Monetization
Alexa, Siri, and the like are popular but not profitable.