Speech Recognition

IVR and Audio Transcription: Find the Method That’s Right for You

Quantitative data makes the business world go ‘round and qualitative data provides the nuance and shading to help contextualize all those numbers. But qualitative data can be difficult to obtain and analyze. Using IVR to record and transcribe the customer responses is one way to get qualitative data. There are two different methods that we …

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Making Natural Language Processing Feasible with Artificial Intelligence

In a past post, we discussed the technological and the financial challenges that go hand-in-hand with developing natural language processing (NLP) applications. While these challenges remain relevant, more recent developments mean it’s easier and less expensive to incorporate natural language processing into your voice channels. Thanks to artificial intelligence (AI), companies can manage NLP apps …

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The Limitations of Automatic Speech Recognition & How to Combat Them

Automatic Speech Recognition (ASR) is pretty cool technology. Simply say something and a machine will do what you ask it to do. Usually. When an ASR grammar is tuned properly and the call conditions are good, ASR works really well. Unpacking that last sentence should help you understand a bit more about ASR, how it …

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Improving IVR with Artificial Intelligence

A Place for AI When most people hear Artificial Intelligence, they tend to think in terms of Hollywood and famous AI characters like HAL9000 and Skynet. Business applications of AI are nowhere near that sexy, but, on the bright side, that also means that our robotic overlords aren’t looming on the horizon just yet. The …

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Transcription vs. ASR: Which Is Right For You?

It happens all the time with technology: two different processes that share some similarities get conflated. People say one thing and really mean the other, and vice versa. One area where we see this with audio related processes involves automatic speech recognition (ASR) and transcription. What both of these things tend to suffer from is …

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Natural Language Processing: A Financial and Technological Perspective

With the rise of virtual personal assistants, like Siri and Cortana, the way in which they “just work” has started to create a perception that this type of technology should be ubiquitous in all voice applications. This is kind of like how crime procedural TV shows have led to juries expecting “CSI-like” evidence at trials. …

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Samsung, Nuance and the Future of Speech Rec

Nuance is the company behind Siri and speech-recognition technology in any number of applications in the marketplace. If you’ve spoken with a digital assistant or automated voice system lately, chances are you’ve interacted with Nuance technology. As well as Apple, the company counts Samsung among its customers, along with a large crop of service providers. …

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Study: Making Automated Technology Easier for Older Adults to Use

How do you make technology easier to use for older adults who struggle with diminishing cognitive ability? One way is through high set-level compatibility. Set-level compatibility refers to the relationship between stimulus and response set and the relationship’s influence on response time. The more commonality shared between a stimulus and response set, the faster the …

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Prevent Contact Center Fraud With Voice Biometrics

Fraud is a Real Threat Fraud directly impacts a company’s finances and branding, not to mention customer loyalty. Yet fraud protection measures often increase operational costs and inconvenience customers. Most organizations dedicate significant resources to prevent fraud online, but this leaves few resources for call center security. A contributing factor to this is that companies …

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