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Articles by Kevin Brown

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

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

Real-Time Transcription Serves an Immediate Need (or Lots of Them)

Contact centers are seeing all kinds of potential use cases,

Large Language Models Are Suddenly All the Talk in Speech Technology

A few considerations before going all in on the hype.

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,

New Omnichannel Offerings Share the Power of NLU

Natural language understanding is enabling a budding omnichannel revolution.

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.

Real-Time Speech Transcription Spells Out Contact Center Excellence

This former nice-to-have is becoming increasingly critical for agent training.

Speech Technology's Invaluable Assist

Our extraordinary assistive speech technologies were years in the making.

The Microsoft-Nuance Alliance: A Curative for Caregiver Conversations?

Nuance's enhanced cloud offerings could aid healthcare-focused analytics

Speech Technology as Hyperpolyglot? Soon, That Will Be No Hype

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

The telehealth approach is now providing treatments across the healthcare spectrum

Speech Recognition Has Finally Come of Age. Now What?

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

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

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

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

With people accustomed to the likes of Siri and Alexa, poorly designed IVRs aren't going to cut it

Orchestrate Your Outsourced IVR Offering

Getting all the players in one room leads to harmonious solutions

Are You Checking Your Speech-Enabled Voice Channel?

Your callers shouldn't be your eyes and ears

IVR Gets Undercover Help

'Secret agents' can make a speech app more intelligent

Easing Customers' IVR Journeys

When it comes to caller intent, less is more.

Are We Underestimating the Role of Emotion?

Consider it along with data when evaluating caller experience.

Outsourcing Is Becoming a Cloudy Subject

Look past buzzwords when choosing speech-enabled solutions.

Self-Service Can't Deliver by Itself

Consider the total caller experience.

Raise Your Mobile Profile

Look to outsourcing to give your customers the technology they expect.

When Outsourcing Providers Disappear

As the economy contracts, strengthen your outsourcing contacts.

Make the Right Tech Request

Companies that cut costs on RFP consultants may pay a high price.

Put Speech Recognition in Its Place

Look at this technology as a friendly front-end tool.

Are There 31 Outsourcing Flavors?

IVR system decision makers weigh factors across customer entry points.

Spring-Cleaning or a New House? Voice User Interface Designers Can Help

How to sort out requirements for outsourcing your IVR

Why Reject the Premise of Hosted IVR Benefits?

The capital benefits will help sell the idea to the CFO.

Should You Shore Up Your Resources Through Offshoring?

Some job titles are better outsourced overseas than others.

When Your Outsourcer Outsources

Is this an out-and-out solution?

Make Your IVR a Disaster Recovery Star

Or at least consider outsourcing this function to an IVR provider.

Speech Platform Architecture

Don't undersell the foundation of your reputation.