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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
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Tips for Reviewing Voicebot Vulnerability

How companies can help users feel safe by better securing voice assistant data.

Erik J. Martin // 01 Apr 2024

2024 State of AI in the Speech Technology Industry

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

The Editors of Speech Technology // 09 Feb 2024

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.

Erik J. Martin // 09 Feb 2024

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.

Erik J. Martin // 09 Feb 2024
Industry Voices
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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

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.

13 Feb 2024

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.)

30 Jan 2024

AI Voice: Working with, Not Against, Humans

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

Rupal Patel // 13 Sep 2022
Speech Industry News

Speech Industry Q & A

Columns
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Large Language Models Will Transform Conversational Assistants

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

James A. Larson // 14 Feb 2024

Making Self-Service More Intelligent

Generative AI is leading to vastly smarter and more capable bots.

Donna Fluss // 27 Feb 2024

Generative AI and Speech Technology: Proceed with Caution

With great power comes great responsibility.

Kashyap Kompella // 27 Dec 2023

AI + IA = Great CX

This equation is reinventing the contact center.

Donna Fluss // 05 Oct 2023