Speech Is Up for Any Challenge
As consumers' interactions shifted to digital channels, voice has become the interface of choice for many of those interactions.
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.
Self-Service Is the Channel of Choice—When It Works
Companies are not benefiting from the shift in preference as much as they should be
IVAs: Using AI to Serve Customers and Contact Centers
True omnichannel customer service is becoming closer to reality
Automated Solutions Have Become Work-from-Home Agents, Too
Adoption and interest in AI-infused capabilities got better because things got worse
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.
Augment or Automate? With AI, There’s a Place for Both
Augmented intelligence is the AI path for improving, not replacing, the human workforce
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.
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