Speech Technology eWeekly - October 10, 2018

Case Studies

Allianz: Speech Analytics Identify Call Center Employees for Accent Neutralization Training

One of the biggest challenges of call-centers is making sure customers have a good user experience—and more of than not, that comes down to the interaction they have with your agents. If there is a language barrier—or even if the agent has a heavy accent that your majority of callers have trouble understanding—that can cause user satisfaction problems. Allianz wanted to find a way to solve that problem.

Speech Technology News

CallMiner and Medallia Announce Partnership to Empower Voice of the Customer Insights with Direct and Indirect Feedback

Partnership combines CallMiner contact center engagement analytics with Medallia's solicited feedback data.

Red Box and Cloud9 Unveil Comprehensive Compliance Solution for Voice Trading

Red Box, a platform for voice, has extended the breadth of its voice capture capability through an integration with Cloud9's cloud-based trader voice communications platform, C9 Trader.

Helpshift Launches Partner Program

Helpshift, provider of an AI-powered conversational messaging platform, announced the launch of the Helpshift Partner Program.

The View from AVIOS

Google’s Duplex Lets a Bot Be Your Voice

Thanks to the Duplex technology, Google Assistant can make simple calls on your behalf. But how much automation is too much?

Industry Voices

The Downside of Directed Dialogue NLU (Video)

Omilia's Quinn Agen discusses the value of context and memory in delivering human-like interactions in self-service contact centers in this clip from SpeechTEK 2018.