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Customer Self Service

Customer self-service solutions allow end users to access information and perform routine tasks without requiring the assistance of a live customer service representative. See below for the latest customer self-service news, trends, and solutions.

Features
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Succeeding in the Battle Against Deepfakes

New AI tech is helping detect voice and video fraud attempts.

Phillip Britt // 05 Feb 2025

Voice Is Poised to Take a Quantum Leap

Exploring quantum computing's expected impact on the speech technology market.

Erik J. Martin // 05 Nov 2024

The Top Speech Technologies and Vendors: The 2024 Speech Industry Awards

Artificial intelligence is now integral to speech technology, a fact reflected by our winning vendors.

The Editors of Speech Technology // 24 Sep 2024

2024 Vertical Market Case Studies: A Speech Technology Special Report

A look at how speech technology solved real-world problems in seven industry sectors.

The Editors of Speech Technology // 12 Jun 2024
Industry Voices
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Scaling Trust, Earning Customer Love: The Reality of AI Voice Agents

What it really takes to build an AI voice agent that customers trust and on which teams can rely.

Tom Chen // 04 Nov 2025

The Healthcare Industry's Strategic Advantage Is Now Voice AI

Voice isn't just the interface between humans and systems anymore; it's the intelligence layer binding them together. 

Praveen Rangnath // 19 Aug 2025

Conversational AI Is Transforming Customer Experience, So Adapt It Now

Conversational AI is poised to dominate industries into 2025, revolutionizing customer experience with its potential to enhance efficiency, personalization, and cost savings. (Featured on SmartCustomerService.com.)

Mark Rohan // 28 Jan 2025

The CX Industry Must End Impossible Voice Response

With the right strategy, impossible can become inviting when it comes to IVR interactions. (Featured on SmartCustomerService.com.)

22 Mar 2024
Speech Industry News

Speech Industry Q & A

Columns
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Customer Experience AI: Will Perception Drive or Deter Adoption?

We've not yet seen the tipping point for customers when it comes to AI in the contact center.

Nancy Jamison // 05 Feb 2025

Laying out a Vision for Agentic Speech Tech

The role of speech technologies in a world of AI agents.

Kashyap Kompella // 27 Feb 2025

Shopping Made Easy: Features of a Modern Conversational Assistant

An imaginary interaction shows the possibilities. Plus, speech technologies deserve their own Nobels.

James A. Larson // 03 Dec 2024

Searchable CAs Will Make Conservational AI More Convenient

As conversational assistants proliferate, they'll become harder to discover.

James A. Larson // 28 Oct 2024
Customer Self Service Companies and Suppliers