customer experience architect, Cognizant
Kevin Brown is a customer experience architect at Cognizant with more than 25 years of experience designing and delivering speech-enabled solutions. He can be reached at email@example.com.
Articles by Kevin Brown
ChatGPT: Why the Hype and How Does It Affect Speech Technology?
28 Feb 2023
The AI chatbot is a fascinating step forward, and soon it could be much more,
New Omnichannel Offerings Share the Power of NLU
20 Sep 2022
Natural language understanding is enabling a budding omnichannel revolution.
The Conversational Cloud Promises Breakthroughs, and Plenty of Complexity
07 Jul 2022
Cloud-delivered speech services are the future, and that future will require a lot of thought.
Real-Time Speech Transcription Spells Out Contact Center Excellence
23 Mar 2022
This former nice-to-have is becoming increasingly critical for agent training.
Speech Technology's Invaluable Assist
02 Sep 2021
Our extraordinary assistive speech technologies were years in the making.
The Microsoft-Nuance Alliance: A Curative for Caregiver Conversations?
10 Jun 2021
Nuance's enhanced cloud offerings could aid healthcare-focused analytics
Speech Technology as Hyperpolyglot? Soon, That Will Be No Hype
19 Mar 2021
The ability to converse in multiple languages is a big business advantage, and speech solutions are working on the problem.
Amid the Pandemic, Speech Technologies Expand the Telehealth Options
01 Aug 2020
The telehealth approach is now providing treatments across the healthcare spectrum
Speech Recognition Has Finally Come of Age. Now What?
07 Feb 2020
Relying on the likes of Amazon and Google presents challenges for buyers and providers alike
Speech Recognition Is Here (Finally). Now the Real Work Begins
08 Aug 2018
Both solution buyers and providers need to stay focused on changing alliances and data security.
It’s Time for an End to ‘Speech-Disabled’ IVRs
14 Mar 2018
Too many callers are greeted by dressed-up DTMF or overly ambitious speech offerings. Either way, they're being ill-served.
Speech Recognition Is Still Hard Work—and Reliant on People
27 Aug 2017
Humans are a bigger challenge to decipher than we think we are, even for AI-equipped systems
As Consumers Embrace Speech Technology, Contact Centers Must Adapt
17 Feb 2017
With people accustomed to the likes of Siri and Alexa, poorly designed IVRs aren't going to cut it
Orchestrate Your Outsourced IVR Offering
01 Aug 2016
Getting all the players in one room leads to harmonious solutions
Are You Checking Your Speech-Enabled Voice Channel?
15 Feb 2016
Your callers shouldn't be your eyes and ears
IVR Gets Undercover Help
07 Aug 2015
'Secret agents' can make a speech app more intelligent
Easing Customers' IVR Journeys
02 Feb 2015
When it comes to caller intent, less is more.
Are We Underestimating the Role of Emotion?
28 Jul 2014
Consider it along with data when evaluating caller experience.
Outsourcing Is Becoming a Cloudy Subject
17 Feb 2014
Look past buzzwords when choosing speech-enabled solutions.
Self-Service Can't Deliver by Itself
12 Aug 2013
Consider the total caller experience.
Raise Your Mobile Profile
10 Feb 2013
Look to outsourcing to give your customers the technology they expect.
When Outsourcing Providers Disappear
10 Nov 2012
As the economy contracts, strengthen your outsourcing contacts.
Make the Right Tech Request
01 May 2012
Companies that cut costs on RFP consultants may pay a high price.
Put Speech Recognition in Its Place
01 Jan 2012
Look at this technology as a friendly front-end tool.
Are There 31 Outsourcing Flavors?
01 Nov 2011
IVR system decision makers weigh factors across customer entry points.
Spring-Cleaning or a New House? Voice User Interface Designers Can Help
01 May 2011
How to sort out requirements for outsourcing your IVR
Why Reject the Premise of Hosted IVR Benefits?
01 Nov 2010
The capital benefits will help sell the idea to the CFO.
Should You Shore Up Your Resources Through Offshoring?
03 May 2010
Some job titles are better outsourced overseas than others.
When Your Outsourcer Outsources
01 Nov 2009
Is this an out-and-out solution?
Make Your IVR a Disaster Recovery Star
14 Jul 2009
Or at least consider outsourcing this function to an IVR provider.
Speech Platform Architecture
01 Apr 2009
Don't undersell the foundation of your reputation.