July/August 2022
Magazine Features
Interest Mounts for Emotion Detection
Phillip Britt //
19 Jul 2022
Speech analytics are getting better at identifying emotional states, but challenges remain.
Analytics Turns Its Sights on Interactions
Phillip Britt //
19 Jul 2022
A growing number of use cases in the contact center make the case for increased analytics.
COLUMNS:
Editor's Letter
Analytics Is All the Rage
Leonard Klie //
19 Jul 2022
Thanks to innovations in AI, cloud computing, and NLP, advancements in speech analytics have been fast and furious.
Forward Thinking
Conversational Agents Move Toward Interoperability
James A. Larson //
25 Jul 2022
On the path from garden walls to interoperable open agents.
Interact
The Rise (and Risks) of Speech Synthesis Applications
Kashyap Kompella //
04 Aug 2022
The use cases for synthetic voice abound, but companies will need to guard against malicious actors.
Standards
Voice Privacy and Security Need Greater Attention
Deborah Dahl //
19 Jul 2022
Privacy standards too often overlook voice data.
FYI
European Union Reins in Big Tech
Leonard Klie //
19 Jul 2022
The Digital Services Package will prohibit so-called gatekeepers from restricting consumers' access to third-party voice technologies and other applications and digital services.
Microsoft Reins in Its Voice Capabilities
Leonard Klie //
19 Jul 2022
The tech giant said its measures would amount to a significant update to the "Responsible AI Standard" it first released in 2001.