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

As Voice Assistants Multiply, When Will We Get a Registry?

VARs can help tame the Wild West of voice assistants

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

Conversational self-service is moving closer to reality

A Speech Translation Evangelist on the Business Opportunities in an Interconnected World

Entrepreneur Jeffry Williams, CEO of Worldwide Tech Connections, sees big challenges, and even bigger opportunities for speech tech providers, in the need to tackle the translation requirements of today's business climate.

Security Threats to Speech Apps in the Age of Deep Fakes

As machine learning marches forward, we are becoming aware of the dangers of "deep fakes" generated by deep learning algorithms. Not surprisingly, machines can be both the problem and the solution.

How Human Is Too Human?

We hear, quite often, that conversational AI need to be more human. What this means is that we want it to perform for us at the same level as a human assistant, but we still want to know it's a machine.

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

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

What’s Your Enterprise Strategy for Voice Applications?

It matters who your target is

Amid the AI Fervor, a Case for Automating with a Human Touch

When bots and live agents tackle customer service together, CX and the bottom line benefit

Speech Technology’s Continually Evolving Confidence Game

Advances in cognitive computing seek to improve on traditional rules-based algorithms and probability models—but the latter still know their stuff

The Voice Option in Customer Service Must Not Be the Only One

Sometimes keypads are necessary. They cannot be taken out of the service equation.

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