People with Disabilities Helped Launch Speech Tech. Don’t Leave Them Behind

Design solutions that eliminate difficulties.

Poor IVR Will Make Your Customers Talk (Not in a Good Way)

Subpar design is bad for everyone.

Designing a Speech Interface? Learn From Web Design Fails

The annoyances and mistakes on websites can provide valuable lessons.

The Future of Intelligent Voice Assistants

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

When IVRs Discriminate: A Case Study

What happened when a plaintiff took on a big telecom. The first in a two-part series.

IVAs: Using AI to Serve Customers and Contact Centers

True omnichannel customer service is becoming closer to reality

Voice Interfaces and Contactless Interactions

A shift in our preferences toward eliminating or reducing touchpoints seems inevitable

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

Conversational self-service is moving closer to reality