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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

The Top Speech Technologies and Vendors: The 2022 Speech Industry Awards

Advances in AI, machine learning, natural language processing, and more fueled speech industry progress in the past year.

2022 Speech Industry Award Winner: LivePerson Centers on Conversational AI

LivePerson has been developing conversational technologies since its founding in 1995. A central piece in its technology portfolio for the past few years has been the Conversational Cloud, which the New York-based company launched in August 2020.

2022 Speech Industry Award Winner: NICE Powers Contact Centers with AI

When it comes to cloud contact center solutions, one could easily make the case that NICE CXone is among the leading integrated platforms. And in the past year, NICE really boosted performance and functionality with a slew of artificial intelligence-based capabilities powered by its Enlighten AI engine.

Interest Mounts for Emotion Detection

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

Industry Voices

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.

Voice Technology is Essential to Digital Transformation

Advances in speech technology are ensuring that voice continues to have a role in customer interactions.

What Brings Virtual Conversations to Life?

Speech recognition must be dynamic and adapt to real-time dialogue shifts to best serve customers.

Columns

The AI Contact Center Is Finally Here

Natively integrated capabilities abound in core contact center functions.

Conversational AI Is Becoming More Practical

As a spring conference displayed, the technology is improving and the use cases growing.

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.

People with Disabilities Helped Launch Speech Tech. Don’t Leave Them Behind

Design solutions that eliminate difficulties.

Speech Technology Reports and Research

Active Voice Biometric Authentication - What Is It and How To Use It

Sponsored by LumenVox

Learn More about Contact Center AI!

Sponsored by Observe.AI

How Call Progress Analysis Optimizes Call Routing

Sponsored by LumenVox

Introducing Next Generation Automatic Speech Recognition

Sponsored by LumenVox

Customer Self Service Companies and Suppliers