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Columns

Speech and AI: From Tipping Point to Table Stakes

Gone are the days when adding virtual assistants was enough.

Laws Protecting People with Disabilities Won't Work if They're Not Applied

Interaction Analytics Bring Real-Time Guidance to Contact Centers

Thanks to AI, the solutions are powering more personalized CX.

Designing a Web Site? Learn from the Speech Business—Please!

Contact centers, whether with human or automated attendants, have a lot to teach corporate websites about usability.

How Can Speech Technology Help?

Looking at all the ways speech recognition can step up amid the pandemic

Automated Solutions Have Become Work-from-Home Agents, Too

Adoption and interest in AI-infused capabilities got better because things got worse

IVAs: Using AI to Serve Customers and Contact Centers

True omnichannel customer service is becoming closer to reality

There’s Tech for the Tough Spots

Businesses are now realizing that websites, online content, and product information need to be crafted in new ways so voice-based search engines not only recognize them but position them at the top of search results.

Voice Self-Service Has Become More Popular—and It’s About to Get Much Better

Conversational self-service is moving closer to reality

Augment or Automate? With AI, There’s a Place for Both

Augmented intelligence is the AI path for improving, not replacing, the human workforce

Robotic Process Automation Reduces Human Grunt Work

Chatbots and IVAs get all the ink, but RPA applications are vital to a smooth contact center operation

As Consumers Embrace Speech Technology, Contact Centers Must Adapt

With people accustomed to the likes of Siri and Alexa, poorly designed IVRs aren't going to cut it

In Praise of User Research

Consider this solution to reel in elusive answers.

Getting to the Bottom of IVR Abandonment Rates

A shortage of data is not the problem.

Speech Readies for Multimodal and Security Environments

Speech Technology Must Address Users' Needs

When Bad IVRs Are Good Enough

Users accustomed to substandard systems can't imagine any better.

Raise Your Mobile Profile

Look to outsourcing to give your customers the technology they expect.

A New Age for Computer Interactions

Advances emphasize the role of the human mind.

Listen to the Voice of the Customer