July/August 2023
Magazine Features
Speech Analytics Can Help Steer Chatbot Interactions
Phillip Britt //
14 Jul 2023
Companies are beginning to apply traditional speech analytics to their automated conversations.
How Speech Analytics Helps Improve Coaching/Training
Phillip Britt //
14 Jul 2023
Data-driven guidance provides a better agent and customer experience.
COLUMNS:
Editor's Letter
Analytics Continues Its Charge Beyond the Phone
Leonard Klie //
14 Jul 2023
Companies are gaining even more actionable business intelligence by deploying artificial intelligence and natural language processing engines to customer conversations in multiple digital channels.
In Other Words
The Future of Dubbing: Automatic Media Voice Translation
Sue Ellen Reager //
21 Aug 2023
Artificial intelligence is ushering in a new era in translation.
Interact
The Contact Center Supervisor Workspace Gets a Makeover
Nancy Jamison //
14 Jul 2023
From analytics to Copilot, this desktop is supercharged.
Voice Value
The Speech Accessibility Project Could Open Doors, Literally
Robin Springer //
25 Jul 2023
Dysarthric speech is getting more equal representation in voice algorithms.
Standards
With Conversational AI, the Standards Work Heats Up
Deborah Dahl //
21 Jul 2023
The W3C has published recent standards that will impact AI-powered speech applications.
FYI
Meta, Google Develop Their Own AI Speech Models
Leonard Klie //
14 Jul 2023
Facebook parent company Meta last month unveiled Voicebox, an advanced AI tool for generating speech from text, while Google introduced AudioPaLM, its own large language model that can tackle speech understanding and generation tasks.