Succeeding in the Battle Against Deepfakes

New AI tech is helping detect voice and video fraud attempts.

The Top Speech Technologies and Vendors: The 2024 Speech Industry Awards

Artificial intelligence is now integral to speech technology, a fact reflected by our winning vendors.

2024 Speech Industry Award Winner: PolyAI Optimizes Conversational AI for Contact Centers

PolyAI continues to redefine what's possible with voice-first, artificial intelligence-powered automation in contact centers.

2024 Speech Industry Award Winner: Sanas Brings Clarity to Contact Center Interactions

Thanks to this Palo Alto, Calif.-based provider of real-time speech understanding technology, agents have a choice in how they're heard and can proudly hold on to their unique voice characteristics.

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.)

AI Voice: Working with, Not Against, Humans

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

Uncover Hidden Gems in Your CX Data with AI by NICE

Customer Service Must Adapt to Expanded Touchpoints for Voice of the Customer Insight

Companies need to supplement traditional surveys with speech and text analytics. (Featured on SmartCustomerService.com.)

Customer Experience AI: Will Perception Drive or Deter Adoption?

We've not yet seen the tipping point for customers when it comes to AI in the contact center.

Conversational AI Is Ushering in Huge Contact Center Advances

These solutions are getting better just as self-service becomes a top priority.

How AI Is Transforming Self-Service

Customers show a preference for helping themselves when self-service apps are up to it.

What Should You Do About GenAI in the Contact Center?

Plan for both the short term and the long term.