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… Read More

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… Read More

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…. Read More

Study: Making Automated Technology Easier for Older Adults to Use

verbal response

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… Read More

How Voice Biometrics Protects the Call Center from Fraud

Voice Biometrics is helping prevent fraud in contact centers

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… Read More