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Customer Interaction Technologies

The list of solutions used in customer interaction and relationships management is changing rapidly as technology advances and make more possible. From chatbots to IVR, the technologies contained here are far-reaching. See below for the latest customer interaction technology news, trends, and solutions.

Features

2024 State of AI in the Speech Technology Industry

How generative (and other types of) artificial intelligence is impacting five important sectors.

2024 State of AI in the Speech Technology Industry: AI’s Impact on Natural Language Processing

Speech systems will continue to get more conversational with AI advances.

2024 State of AI in the Speech Technology Industry: AI Is Enabling Audiovisual Enhancements

Voice and video creation tools continue to benefit from AI augmentation.

2024 State of AI in the Speech Technology Industry: Voice Biometrics Both Profits From and Is Plagued by AI

Deepfakes threats advance, and technology is challenged to keep up.

Industry Voices

Generative AI Will Redefine Crucial Work Skills, but It Can’t Replace Human Expertise

GenAI signals new possibilities, and it's inevitable that certain tasks will be automated. But humans won't be replaced; instead, their roles will be elevated.

Preventing Deepfake Phishing from Leaving Customers on the Hook

Customer service personnel need to be trained to detect and react to deepfake phishing attempts. (Featured on SmartCustomerService.com.)

AI Voice: Working with, Not Against, Humans

Companies can leverage automated voice in new ways, building fuller, more authentic connections with their audiences.

Conversational AI Is Finding Its Voice

The future of multilingual support lies with conversational artificial intelligence.

Columns

Large Language Models Will Transform Conversational Assistants

Thanks to generative AI, conversational assistants will become everyday helpers.

Generative AI and Speech Technology: Proceed with Caution

With great power comes great responsibility.

AI + IA = Great CX

This equation is reinventing the contact center.

With Conversational AI, the Standards Work Heats Up

The W3C has published recent standards that will impact AI-powered speech applications.