Interest Mounts for Emotion Detection

Speech analytics are getting better at identifying emotional states, but challenges remain.

Analytics Turns Its Sights on Interactions

A growing number of use cases in the contact center make the case for increased analytics.

Vertical Markets Spotlight: Speech in Gaming and Entertainment

Voice recognition is making it possible for characters to have the player's individual voice

Vertical Markets Spotlight: Speech in Retail

Purchases and checkouts top the uses for retailers' voice assistants.

Uncover Hidden Gems in Your CX Data with AI by NICE

The Need for Continuous Speech Recognition Testing

Conversational AI and voice have to be tested to ensure that they work flawlessly.

The Risks Posed by Biases in Voice and AI

Artificial intelligence is still a novel concept with its own unique benefits and flaws. This is how it will integrate into sales, marketing, and customer interactions.

Using Purpose-Built AI to Manage Consumer Complaints

Artificial intelligence can identify interactions that contain complaints and suggest ways to mitigate them.

Analytics Is All the Rage

Thanks to innovations in AI, cloud computing, and NLP, advancements in speech analytics have been fast and furious.

Conversational Agents Move Toward Interoperability

On the path from garden walls to interoperable open agents.

The Rise (and Risks) of Speech Synthesis Applications

The use cases for synthetic voice abound, but companies will need to guard against malicious actors.

Making the Case for an Intelligent Virtual Agent

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