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Columns

The AI Contact Center Is Finally Here

Natively integrated capabilities abound in core contact center functions.

New Omnichannel Offerings Share the Power of NLU

Natural language understanding is enabling a budding omnichannel revolution.

Conversational Agents Move Toward Interoperability

On the path from garden walls to interoperable open agents.

Conversing with Computers: Where We Are and Where We’re Going

The AVIOS conference showed how the human-computer connection is rapidly evolving.

Making the Case for an Intelligent Virtual Agent

As self-service solutions become more desirable, IVAs find their place.

Conversational AI Is Becoming More Practical

As a spring conference displayed, the technology is improving and the use cases growing.

The Conversational Cloud Promises Breakthroughs, and Plenty of Complexity

Cloud-delivered speech services are the future, and that future will require a lot of thought.

Deepfakes Raise Ethical Questions

Any technology—no matter how well-intentioned—can usually be exploited by those who wish to do us harm.

Natural Language Interfaces That Everyone Can Use

Users can differ widely in their ability to express themselves and understand.

Speech Prevailed in a Year of Incredible Turmoil

As we highlight in our annual "State of the Speech Technology Industry" report, 2021 was a very good year for the speech industry.

Enduring AI-Powered Retail Trends for 2022

Digital engagement will continue to enhance retail, both in the store and online.

The Ongoing Effort for Interoperable IVAs

Intelligent virtual assistants now have billions of users. When will they be platform-independent?

An Open Letter to Voice Agent Platform Developers

You're at the vanguard of a burgeoning movement.

The Future of Intelligent Voice Assistants

Will you have one voice assistant or many? Which model will dominate?

Speech Technology's Invaluable Assist

Our extraordinary assistive speech technologies were years in the making.

Speech and AI: From Tipping Point to Table Stakes

Gone are the days when adding virtual assistants was enough.

Emotion Is the Next Frontier in Human-Computer Interaction

Ever since the early days of the speech technology industry, engineers and developers have been on a never-ending quest to make voices that sound more lifelike and natural.

3 Trends That Will Shape IVA Development

Voice assistants are poised to become more specialized and less platform-specific

Assessing IVAs: How Do You Determine Which One Is Right for You?

There's still a lack of official standards, but some promising metrics have emerged

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