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Customer Self Service

Customer self-service solutions allow end users to access information and perform routine tasks without requiring the assistance of a live customer service representative. See below for the latest customer self-service news, trends, and solutions.

Features
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Voice Is Poised to Take a Quantum Leap

Exploring quantum computing's expected impact on the speech technology market.

Erik J. Martin // 05 Nov 2024

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.

The Editors of Speech Technology // 24 Sep 2024

2024 Vertical Market Case Studies: A Speech Technology Special Report

A look at how speech technology solved real-world problems in seven industry sectors.

The Editors of Speech Technology // 12 Jun 2024

2024 Vertical Market Case Studies: Speech Technology in Financial Services

Verint Speech Analytics saves money for Premier Bankcard.

12 Jun 2024
Industry Voices
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The CX Industry Must End Impossible Voice Response

With the right strategy, impossible can become inviting when it comes to IVR interactions. (Featured on SmartCustomerService.com.)

22 Mar 2024

Generative AI Will Redefine Crucial Work Skills, but It Can’t Replace Human Expertise

GenAI signals new possibilities, and it's inevitable that certain tasks will be automated. But humans won't be replaced; instead, their roles will be elevated.

13 Feb 2024

AI Voice: Working with, Not Against, Humans

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

Rupal Patel // 13 Sep 2022

Conversational AI Is Finding Its Voice

The future of multilingual support lies with conversational artificial intelligence.

Diego Bartolome // 28 Jun 2022
Speech Industry News

Speech Industry Q & A

Columns
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Speech Industry Award Winners Fuel a Market on the Rise

Their efforts in the past year have left an indelible mark on the entire speech industry, brought the technology to new heights and new markets, and generated a lot of buzz along the way.

Leonard Klie // 28 Oct 2024

Searchable CAs Will Make Conservational AI More Convenient

As conversational assistants proliferate, they'll become harder to discover.

James A. Larson // 28 Oct 2024

What Should You Do About GenAI in the Contact Center?

Plan for both the short term and the long term.

Kashyap Kompella // 14 Oct 2024

From Labyrinth to Lifeline: How Mobile Apps Are Revolutionizing Government Services

Apps are fundamentally changing the way people access services like license renewals and tax filing, and speech technologies are playing a central role.

James A. Larson // 28 Aug 2024
Customer Self Service Companies and Suppliers