Articles by Phillip Britt
Overcoming Bias Requires an AI Reboot
Biases in artificial intelligence can be mitigated with multiple programmers
Marketers Need to Optimize for Voice Search
The voice channel presents unique opportunities and challenges for marketers
The State of Speech Analytics
Speech analytics is at the heart of digital transformations
The State of Voice Biometrics
Voice biometrics moves downstream
How IVR with a Human Touch is Changing Healthcare
By putting "the human touch" into its IVR, executives at Wolters Kluwer Health are finding patients to be more responsive to automated calls, thereby reducing staffing costs and improving patient care.
Chatbot Development: Your Guide to Getting It Right
The race is on to include chatbots in marketing and CRM efforts, but many companies still aren't getting it right—and these tips can help
The Challenges of Monetizing Speech Applications
Speech applications are hot, but still provide more value than revenue. We talk to the experts about how to monetize your speech apps, and how value might be just as important as revenue.
Speech Analytics Aids Customer Relationships
Contact centers are increasingly relying on speech for a combination of agent training, enhancing customer relationships, and improving product quality, as speech experts discussed at the recent Verint Engage19 conference.
Five Tips for Managing Voice Data in the GDPR Era
As the UK 's Information Commissioner's Office orders the nation's tax authority to delete 5 million voice recordings under GDPR, we offer 5 tips for staying out of trouble with privacy regulators.
AI for Speech, Other Uses Primary Message from NICE Interactions
Delivering and leveraging artificial intelligence throughout the contact center, including several AI-enabled speech capabilities was the theme of the NICE Interactions 2019 Conference, which drew an estimated 3,000 attendees.
Verint Launches AI Blueprint
Verint announced a new offering, Verint AI Blueprint, which is designed to help companies launch conversational artificial intelligence solutions through a combination of consulting and technology.
The State of Voice Biometrics
Voice biometrics is becoming popular with big corporations but is still out of reach for many
New Uses for Speech Analytics
Artificial intelligence and machine learning are transforming many industries and technologies. Speech analytics is no exception--take a deep dive into the new uses and applications for speech analytics.
Will Consumers Let Alexa Read Their Emails Out Loud?
Earlier this year, Amazon added the ability for Alexa to read and delete emails. Google Home and other voice-enabled digital assistants will likely be developing this capability as well. That may present serious consequences for marketers.
The 2019 State of Speech Analytics
Cloud-based solutions give speech analytics a boost
Embedding Speech Biometrics on Devices
Voice biometrics just might be the next great hope in securing data and other content. But as people use their mobile devices for more and more, embedding speech biometrics on these devices becomes more important
Technology Helps Solve Educational Dilemmas
Whether a student is hard of hearing or a foreign-language speaker, speech technologies can help make the classroom more accessible for everyone.
LumenVox, VoiceTrust Merge, Offer Full-Suite of Speech Tech Biometrics
LumenVox LLC and VoiceTrust GmbH are merging their businesses in what Neil MacDonald, chief commercial officer, calls a true merger of equals to provide customers with a full suite of speech technology speech biometric solutions.
Speech Tech Systems Need Expanded Capabilities, Training for Improved Customer Service
Seventy-four percent admit they are more loyal to a company if they can talk to a person—versus a machine—when they need assistance, according to a new report from Calabrio.
Adding Speech into the Cross-Platform Mix
Conversational interfaces that operate across platforms are a customer service must-have
Survey Shows Frustration with Traditional Approach to AI
Speech tech providers should realize that people expect any voice communications on a smartphone to be very short and will shy away from voice recognition "help" that is often more frustrating than helpful because the actual speech recognition is poor, says Abinash Tripathy, founder and CSO at Helpshift.
New Smart Glove in Development to Turn Hand Motions into Sound and Text
Hearing and speech-challenged people could have a new device to aid them with their communications hurdles by the end of this year. Start-up company BrightSign has developed a "smart glove" that includes a series of sensors to translate hand motions into sound and text.
Lexalytics Recommends Some Firms Leave the Cloud
While many published reports discuss continuing growth of companies using cloud services, Lexalytics has launched a "Get Out of the Cloud" campaign. "About a year ago, we started seeing many of our customers moving from the cloud to on-premises software," says Seth Redmore, Lexalytics chief marketing officer. "So we talked to them to find out why. It was economics, latency, and control."
Voice Biometrics: Building Its Business Base as New Uses Emerge
Biometric solutions built on voice recognition technologies are projected to create an incremental opportunity of $4.5 billion between 2017 and 2025.
How to Optimize Your Content for Voice Search
Keeping up with the changing whims of search engines has always been a sisyphean task, but now a new obstacle has been tossed into the always evolving SEO mix: voice search. There is some good news, however, for brands and marketing agencies look to optimize content for voice search. Much of what they need to do to optimize content for voice search is simply to hone in on many of the same rules they have used to achieve SEO success in the past.
Speech Analytics: Showing Great Promise Thanks to AI and Machine Learning
Speech analytics has been commercially available for about 15 years, but it is only now starting to move beyond the pilot and early-adoption stages.
Speech Technology Could Aid in Dementia Detection
New algorithm looks at speech patterns to help identify early stages of Alzheimers, dementia and aphasia.
Real-Time Audio News Available from Spokata
Spokata's mobile app converts news stories to audio with Amazon's Polly text-to-speech service.
BoomTown Builds Valuable Insights from Voice Conversations with Invoca
The B2B real estate software company increased conversions and ROI with call intelligence
Progress Made Toward Speech-Based Predictive Analytics
A new type of solution using voice analysis could hold the key to helping companies better predict customer behavior
Market Spotlight—Healthcare: Speech Aids in Patient Care
As speech technology gets more pervasive, expectations are high that it will go beyond dictation to contribute even further to improved health care
Marchex Updates Speech Analytics Interface
Marchex has updated its Call DNA interface to accept more inputs and feedback.
VoiceSense Launches SEAL, a Speech-Based Predictive Analytics Tool
New solution uniquely focuses on customer behavior tendencies to deliver improved risk assessment, sales and customer retention.
Affectiva Releases Emotion-Based API
Affectiva's cloud-based API will be able to distinguish emotions in speech.
The 2017 Speech Industry Implementation Awards: State Collection Service
Voicebox Launches Linguistic Code-Switching Capability
The technology allows speech systems to draw from one language to learn another.
VoiceVault Releases Fusion 9 Biometrics Engine
VoiceVault Fusion 9 release was designed with tighter protections against voice spoofing.
Explosive Growth Eyed for Voice Assistants
A report by Ovum predicts more than 7.5 billion units by 2021, exceeding the world population.
Voice Design Tools Get a Redesign of Their Own
The technology undergoes a transformation as omnichannel takes over interactions
Speech Recognition Nears Human Accuracy
IBM's Switchboard speech recognition system achieves a new industry record error rate of just 5.5 percent, near the 5.1 percent error rate of humans
Microsoft Advances Speech APIs
Custom Speech Service and the Bing Speech API are now generally available
IBM Speech Recognition Nears Human Rate
IBM says the speech recognition accuracy of its Switchboard system is 5.5 percent.
Biometrics Help Virtual Assistants Help Customers Faster
Speech vendors are adding voice biometrics to their intelligent assistants, a clear indication the technology is starting to make great strides
The 2017 State of the Speech Technology Industry: Assistive Technology
Lending a Helping Hand with Speech
The 2017 State of the Speech Technology Industry: Intelligent Virtual Assistants
Using AI to Get Even Smarter
Microsoft Advances Speech APIs
Microsoft moves Custom Speech Service from private preview to open trials.
Interactions Launches Voice Biometrics Offering
Interactions has extended its Intelligent Virtual Assistant with a voice biometrics offering based on its Curo Speech and Language Platform.
The Outlook for Deep Neural Networks and Speech Technology
Speech-enabled IVRs can create more humanlike interactions with DNNs
KnuVerse Unveils Speech Verification Platform
KnuVerse extends its portfolio with KnuFactor voice recognition and authentication products.
ABI Finds Voice Critical to Smart Home
ABI Research has identified the smart home as the greatest new market for speech systems.
The 2016 Speech Industry Star Performers: IBM Watson
The 2016 Speech Industry Star Performers: Interactions
New Standards for Virtual Assistants Sought
Cypher's ASR Filter Improves Speech in Noisy Environments
Cypher has developed a technology that uses deep neural networking to remove background noise from voice communications.
Interactions Launches Curo Speech
Curo Speech is a platform for automatic speech recognition and text-to-speech building on AT&T's Watson technology.
Are Intelligent Virtual Assistants Ready for the Enterprise?
Not only is the answer 'yes,' see how Capital One, Domino's Pizza, Hyatt Hotels, and others are deploying IVAs in their organizations
New Standards for Virtual Assistants Sought
The World Wide Web Consortium has formed a new community group to deal with virtual assistants.
Amazon Adds Alexa Voice Service to Triby Devices
Invoxia's kitchen device is the first non-Amazon product to include the Alexa voice interface.
Voice to Become the Personal Assistant, Technavio Predicts
Research firm Technavio has identified three trends in speech technologies that will alter the landscape through 2019.
Pindrop Launches IVR Anti-Fraud Solution
IVR Anti-Fraud monitors IVR transactions to identify risky or suspicious caller activity.
Technavio Sees Great Potential in Voice-Control Apps
Mobile banking, connected car apps, and virtual assistants in mobile devices are expected to be the biggest market drivers.
The 2016 State of the Speech Technology Industry: Intelligent Virtual Assistants
The 2016 State of the Speech Technology Industry: Assistive Technology
Interactions Upgrades Its Speech Offerings
The company is launching a new speech platform and virtual assistant technology.
IBM, University of Michigan Partner on Voice-Enabled Academic Adviser
The system, called Project Sapphire, would be able to provide academic and career guidance to students.
SRI and NYU Medical Center Project Uses Speech Analytics to Identify PTSD
Research finds a correlation between post-traumatic stress disorder and speaking patterns, which can be uncovered with speech analytics.
When Is Speech Technology too Creepy?
It's imperative to understand the fine line between creepy and cool
NICE Systems Enables Law Enforcement to Analyze Recorded Speech
Nuance Acquires Philips Speech Recognition Systems
The deal increases the company's healthcare dictation business throughout Europe.
Nuance Acquires Philips Speech Recognition Systems
Nuance Communications acquired Philips Speech Recognition Systems for $96.1 million to expand its healthcare-related business in Europe.
UC for the SMB
SimpleSignal solution joins a host of other unified communications products offering enhanced features for small and medium businesses.
Demand for Authentication Boosts Voiceprints
As concern over identity theft continues to grow, companies, particularly financial services and healthcare providers, are looking to voice biometrics and other ways to positively identify customers.
Verint and NICE Lead the QM/Liability Recording Market
Speech analytics will help drive the nearly $2.4 billion quality management/liability recording market to new heights.
Advanced Analytics Offer Greater Precision
The latest technology goes beyond simple audio mining for words and phrases.
Speech in Multichannel Customer Service
It has been a longstanding debate: Do you spend a lot of money on high-quality customer service, or risk upsetting customers with a low-cost approach? The answer, which is not always simple, may require a blend of both, as more companies are including speech-self service as part of their multichannel customer service initiatives.
Using Speech for Search
Customers of Pull-A-Part, an Atlanta, Ga.-based owner of five discount, self-service auto parts stores/salvage yards in the southeastern U.S., rely on a speech-based search system to find the parts that they need. A customer-searchable inventory is critical for the company in order to keep employee overhead low, according to Ross Kogon, chief operating officer. The company set up a searchable Web site a couple of years ago, which enabled customers to use search capabilities at its
Blurring the Lines: Merging Speech and VoIP
Late-at-night homeseekers in the Fredricksburg area of Virginia pass a home with a Coldwell Banker Elite "for sale" sign. They don't have to wait until the next day to get more details. If they call the real estate agency's phone number and enter the code listed on the sign, they will hear information about the particular listing spoken using text-to-speech synthesis.
Speech in Education
Speech-enabled applications and hardware are increasingly finding their way into the classroom and into the offices of educators at all levels of education, but educational applications still represent a small, though growing, segment of the speech technology market, according to industry analysts. According to Peter Ryan, analyst for London-based Datamonitor, speech technologies derived from education were 3.8 percent in 2004, a figure that is expected to grow to 9.7 percent by 2007. The main areas in
Embedding Speech into Mobile Devices
Anne Rosenfeld, a Boston, Mass.-based producer of neuroscience conferences for educators, found the 75-minute (one-way) commute between her home and office to be a big waste of time until a dead cell phone helped her become more productive. Needing a new portable phone to keep in touch with her office, suppliers, hotels and family and friends, Rosenfeld bought a new Samsung phone which she later learned was speech-enabled with software from VoiceSignal.
Trouble Shooting With Speech
In an effort to improve customer service automation Dr. Judith Spitz, senior vice president of network & national operations systems at Verizon, turned to speech. Now, every call to the Repair Center in Verizon East goes to an automated speech system, and 20 percent are completed without associate assistance.
Money Talks: Speech in the Financial Market
As speech recognition matures and moves from research and development into real world applications, companies need to find vertical markets where their products make sense.
Speech Aids People With Disabilities
Speech technology has clearly benefited from the interest of people with disabilities. It has been through their interest that many of the most useful applications in the industry have been developed.
Natural Language Understanding for Customer Service
Interactive Voice Response (IVR) systems are some of the most commercially viable applications of speech recognition. The way people communicate with such systems is advancing rapidly. It is possible for computers to recognize, understand, and respond to conversational input with complicated structured dialogs or limited vocabularies.