Winter 2017 Issue
Magazine Features
Bringing IVR to the Mobile Environment
Julie Knudson //
10 Nov 2017
As consumers go mobile, can interactive voice response platforms follow?
Companies Learn Slowly from IVR Mistakes
Paul Korzeniowski //
10 Nov 2017
Prompts that leave customers screaming rather than satisfied are still too common
Deployments
BoomTown Builds Valuable Insights from Voice Conversations with Invoca
Phillip Britt //
10 Nov 2017
The B2B real estate software company increased conversions and ROI with call intelligence
Philips Voice Technology Helps Law Firm Dismiss Frustration
The Editors of Speech Technology //
10 Nov 2017
Attorneys and other employees handle dictations more efficiently using Philips Pocket Memo and SpeechExec
COLUMNS:
Editor's Letter
Speech: The Solution for ‘What’ Ails You
Leonard Klie //
10 Nov 2017
The benefits of speech extend through every step of the medical process, from making appointments to receiving diagnoses
Forward Thinking
Intelligent Agents Are Poised to Change the Conversation
James A. Larson //
10 Nov 2017
These apps can already understand what you say; soon they'll understand who you are and how you're feeling
In Other Words
Speech Solutions Can Translate into Better Medical Care
Sue Ellen Reager //
10 Nov 2017
Speech translation technology can help non-native-speaker and hearing-impaired patients navigate the medical experience
Inside Outsourcing
Gender Bias Affects Voice User Interface Design—for Better or Worse
Vicki Broman //
10 Nov 2017
Female and male voices are perceived differently, even when they use the same exact words
Interact
Speech Processing or Natural Language Understanding? You Be the Judge
Dan Miller //
10 Nov 2017
Both are important, but in today's increasingly voice-first world, which one is more so?
Voice Value
Robotic Process Automation Reduces Human Grunt Work
Nancy Jamison //
10 Nov 2017
Chatbots and IVAs get all the ink, but RPA applications are vital to a smooth contact center operation
Standards
Deep Learning, Big Data, and Clear Standards
Deborah Dahl //
10 Nov 2017
For natural language tools to take on greater complexity, they'll need consistent, agreed-upon data annotations
FYI
Overheard Underheard
Leonard Klie //
10 Nov 2017
Under-the-radar speech news
Progress Made Toward Speech-Based Predictive Analytics
Phillip Britt //
10 Nov 2017
A new type of solution using voice analysis could hold the key to helping companies better predict customer behavior
Voice Assistants Get Friendly with One Another
Leonard Klie //
10 Nov 2017
Amazon Alexa and Microsoft Cortana will soon be able to talk to each other