You can hardly visit a company website without a chatbot popping up to offer you help these days. But these days, chatbots are helping with everything from mental health to identifying possible online predators. Is this trend here to stay? We asked Michael McTear, Allyson Boudousquie, Debra Cancro, and Crispin Reedy at SpeechTEK 2018. Spoiler alert: Chatbots aren't going anywhere. To learn more about how these bots will continue to grow and change the customer service industry, and find out what some of the drawbacks are, watch our interviews below.
Omilia's Quinn Agen discusses the value of context and memory in delivering human-like interactions in self-service contact centers in this clip from SpeechTEK 2018.
Omilia's Nikos Kolivas discusses the value of context and memory in delivering human-like interactions in self-service contact centers in this clip from SpeechTEK 2018.
Omilia's Quinn Agen discusses the way an an end-to-end conversational approach in machine-to-human interaction helps deliver satisfying contact center experiences in this clip from SpeechTEK 2018.
USAA's Brett Knight discusses how USAA has used machine learning and AI in virtual agent training at the enterpise level in this clip from SpeechTEK 2018.
Omilia's Quinn Agen discusses the advantages of taking a conversational approach in automated contact center customer care in this clip from SpeechTEK 2018.
USAA's Brett Knight describes all the players enterprises should assemble when planning conversational development for virtual agents in this clip from SpeechTEK 2018.
USAA's Brett Knight explains how to train virtual agents to anticipate customer needs more effectively in this clip from SpeechTEK 2018.
Aspect's Andreas Volmer discusses the value of visually representing conversational flow logic in chatbot design, and explores the advantages of a language-based approach over a statistically based approach in this clip from SpeechTEK 2018.
Aspect's Andreas Volmer discusses key components of a rules-based approach to chatbot design based on a robust language model in Part 1 of this two-part series from SpeechTEK 2018.
We caught up with industry-insiders Michael McTear, Allyson Boudousquie, Debra Cancro, and Crispin Reedy at SpeechTEK 2018 and asked them what their favorite use of speech technology was this year. Find out what they said in the video that follows.
In an industry that is changing so rapidly, it's hard to pinpoint the trends that really matter. So we turned to the experts at SpeechTEK 2018, and asked Michael McTear, Allyson Boudousquie, Debra Cancro, and Crispin Reedy what trends caught their eye this year.
How do we harness IVR and improve it for AI, using the power of the voice?
At SpeechTEK 2018 in Washington D.C., the Speech Technology Magazine team had the chance to talk with a series of experts about what developments they see developing in speech technology over the next year. Michael McTear, Allyson Boudousquie, Debra Cancro, and Crispin Reedy sat down to talk with us about the developments they see coming down the pipe--and what they would like to see improved.
We all know a good presentation when we hear it - but the question is, which speech characteristics contribute to that greatness? Speech analytics can tell us.
Speech technology helps retailers deliver on a connected and productive workforce.
David Attwater has over 17 years of experience in speech user interface design and testing. He has a specific focus on customer usability testing and is an acknowledged expert in the design and testing of natural language solutions for customer service, including digital assistants. Attwater will present the SpeechTEK University course, "Designing Natural Language Home Assistants Using Amazon Alexa," on Sunday April 8, at the SpeechTEK 2018 Conference. SpeechTEK program chair, James Larson, interviewed Attwater in advance of his conference session.