Standards for Evaluating Generative AI

Assessing the output of genAI systems is easier said than done.

Large Language Models Will Transform Conversational Assistants

Thanks to generative AI, conversational assistants will become everyday helpers.

Generative AI Is the Swiss Army Knife for Today’s Conversational Assistants

Helpful assistants can become even more so thanks to genAI.

From Agent Assist to Employee Assist

Copilot apps are proliferating, and they mean business.

Making Self-Service More Intelligent

Generative AI is leading to vastly smarter and more capable bots.

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.

Generative AI and Speech Technology: Proceed with Caution

With great power comes great responsibility.

The Need for Explainable AI in Speech Technology

As artificial intelligence becomes more widely adopted, it will have to be more responsible.

Conversational Assistants and Privacy

Guiding principles (and potential issues) for our AI-powered future.

AI + IA = Great CX

This equation is reinventing the contact center.

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.

Conversational Assistants’ Next Step: Communities

As the apps become more ubiquitous, they'll need to interact.

Large Language Models Are Suddenly All the Talk in Speech Technology

A few considerations before going all in on the hype.

Real-Time Guidance Is Key to a Great Service Experience

RTG can elevate customer interactions into relationship building sessions.

How to Make ChatGPT Usable for Enterprises

Not surprisingly, a standardized format would make the process a lot easier.

When Conversational Assistants Meet: Delegating, Mediating, and Channeling

How can voice assistants be made to cooperate with each other?

Voice Assistant Technology Struggles with Monetization

Alexa, Siri, and the like are popular but not profitable.

Attack of the Smart Bots

AI-powered bots paired with TTS could be used for nefarious purposes.

Why Can’t Speech Tech Have a New York Accent?

With a population of 8.8 million within the five boroughs, and nearly 19 million if you include the suburbs, one would be hard-pressed to call the New York metro area a small subset of any U.S. population group.

The AI Contact Center Is Finally Here

Natively integrated capabilities abound in core contact center functions.