Speech Technology eWeekly - September 04, 2019

Q & A

Q&A: Anand Janefalkar on the Ideal IVR

Poorly designed IVRS have been angering customers for decades, but it doesn't have to be this way. We talked to the Founder and CEO of UJET about how well designed IVRs can improve customer experience.

Industry Voices

Video: How to Map the Customer Journey (and Why)

Allstate Conversational Designer Katie Lower defines the customer journey map as a visualization of the customer's process and explains why it's valuable in this clip from her presentation at SpeechTEK 2019.

Enhancing Voice Search with Sentiment Analysis

Sentiment analysis has the potential to revolution voice search, but as of now, search providers are not taking advantage of all it has to offer. Find out how using sentiment analysis can lead to more accurate search results and happier customers.

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.

Software Inside the Hardware: Unlocking the Skills in a VUI

Much as developers rushed to put new apps onto Apple's App Store in 2009, we're seeing a bit of a gold rush to develop new skills for voice assistants. But developing for a VUI is an entirely different challenge.

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.

Video: How to Make Your VUI Inclusive

Grand Studio Lead Designer Diana Deibel discusses best practices for culturally inclusive access in voice UI design in this clip from her presentation at SpeechTEK 2019.

Why Speech is Emerging as the Preferred Interface for Self-Service

Advances in conversational AI are removing those barriers to adoption. That, coupled with changing consumer behavior, is causing speech to become the preferred interface for self-service applications.

Humanizing Voice Technology to Connect with Patients

Wolters Kluwer Health turned to VUI to keep patients engaged, on-track and, ultimately, healthy. Along the way, the team also discovered empathy in technology.