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.

Are the Brakes About to Be Applied to Speech-Enabled AI?

AI in the contact center has proved useful, but privacy issues loom.

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.

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.

With Conversational AI, the Standards Work Heats Up

The W3C has published recent standards that will impact AI-powered speech applications.

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.

AI Is Making UCC and the Contact Center into an Increasingly Powerful Combo

Teaming up these AI-fueled solutions yields a variety of shared capabilities and benefits.

Conversational Assistants’ Next Step: Communities

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

Real-Time Guidance Is Key to a Great Service Experience

RTG can elevate customer interactions into relationship building sessions.

Large Language Models Are Suddenly All the Talk in Speech Technology

A few considerations before going all in on the hype.

How to Make ChatGPT Usable for Enterprises

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

Voice Assistant Technology Struggles with Monetization

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

When Conversational Assistants Meet: Delegating, Mediating, and Channeling

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

ChatGPT: Why the Hype and How Does It Affect Speech Technology?

The AI chatbot is a fascinating step forward, and soon it could be much more,