Speech Technology eWeekly -
August 21, 2019
Diagnosing Disease with Speech Analytics
It's now possible to detect everything from depression to Parkinson's disease with speech analytics, but privacy concerns are still being dealt with
Speech Analytics Aids Customer Relationships
Contact centers are increasingly relying on speech for a combination of agent training, enhancing customer relationships, and improving product quality, as speech experts discussed at the recent Verint Engage19 conference.
The AI Skills Gap
The lack of AI and machine learning talent has left employers scrambling
Voice: The Most Accurate Way to Detect Human Emotion
Voice can expose even the best poker face. When we turn our complete attention to voice, it turns out that we can more accurately predict other people's emotions simply by listening.
Using AI to Boost Agent Performance and Customer Experience
AI allows companies to retrieve 100% of the audio from contact center calls without compromising quality and accuracy. With this knowledge, companies can improve CX, reduce effort and increase brand loyalty.
The Science of Conversation: Competitive Advantages Through the Call Center
Customer interactions in the call center are far more than just verbal exchanges—they are a delicate negotiation between two parties to achieve a common goal. They hinge on the ability of the call center agent (who becomes the face of an organization for those few moments) to apply proven methods to solve problems quickly, efficiently, providing ongoing value to the customer doing business with your company.
Market Spotlight: Security
Voice biometrics is vital, and it's only the beginning. AI and speech technologies are helping drive new levels of security and pioneering new ways to keep the public safe.