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.

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.

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,

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.

New Omnichannel Offerings Share the Power of NLU

Natural language understanding is enabling a budding omnichannel revolution.

The AI Contact Center Is Finally Here

Natively integrated capabilities abound in core contact center functions.

Conversational Agents Move Toward Interoperability

On the path from garden walls to interoperable open agents.

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.

Making the Case for an Intelligent Virtual Agent

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

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

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

Interaction Analytics: What’s Driving Adoption

IA solutions can identify the issues that are preventing good CX.

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.

3 Trends That Will Shape IVA Development

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

How Can Speech Technology Help?

Looking at all the ways speech recognition can step up amid the pandemic

Automated Solutions Have Become Work-from-Home Agents, Too

Adoption and interest in AI-infused capabilities got better because things got worse

IVAs: Using AI to Serve Customers and Contact Centers

True omnichannel customer service is becoming closer to reality