Fall 2019 Issue
Artificial Intelligence and the Customer Journey
The combination of AI and speech technology is transforming the way marketers think about customer experience, but many are still hesitant to put plans into action, as consumer expectations may outpace technological reality.
How Speech Technologies Can Level the Playing Field
Speech tech is a major driver behind assistive devices—ones that incorporate artificial intelligence (AI) and machine learning and benefit from faster processing speeds and internet connectivity—that are helping people with all sorts of disabilities
Transformation in the Contact Center
Customer service has moved from call centers to a multichannel and now omnichannel customer experience approach, with cloud-based communications, well-designed IVR, and powerful reporting capabilities thanks to artificial intelligence (AI), chatbots, natural language processing (NLP), and more.
What Speech Technology Buyers Really Want: How to Meet the Needs of Enterprise Customers
The potential for speech technology to transform the enterprise is there, but more work is needed to improve the enterprise application development infrastructure to make buyers happy
Innovative Vision: Putting Client’s ROI First at a Call Center
Executives at Innovative Vision sought to extend the company's portfolio of call center services by offering a range of marketable data that clients could analyze and put to use as needed. For that to happen, however, Innovative Vision would first need to record and analyze all customer interactions. Summatti's AI platform was there to answer the call.
A Good Conversational Interface: Man’s Best Friend
Don't we all want voice-activated devices to be more like a loyal old dog and less like the puppy chewing on your shoes? But it's not necessarily something you can do at home with a few treats and the help of some YouTube videos.
Beware the Limitations of Machine Learning
Systems that use only machine training will struggle with more complex requests
In Other Words
A Speech Translation Evangelist on the Business Opportunities in an Interconnected World
Entrepreneur Jeffry Williams, CEO of Worldwide Tech Connections, sees big challenges, and even bigger opportunities for speech tech providers, in the need to tackle the translation requirements of today's business climate.
Smart Speakers Should Embrace Privacy by Design
Privacy concerns are to be expected with always-on devices that are passively listening to your most intimate conversations. But media reports of employees and contractors of Amazon and Apple listening to such voice recordings have escalated such concerns.
Assistive Devices Help Millions—but They Can (and Will) Go Further
Assistive speech technology needs to be both more available and more usable
The Internet of Things Needs a Lingua Franca
With the proliferation of smart speakers, voice interaction with home devices is becoming increasingly common, and on the horizon are voice interactions with an ever greater number of smart environments—cities, offices, classrooms, factories, and healthcare settings. Developers will need to be on the same page