In Moneyball, Brad Pitt and Jonah Hill use statistical analysis to cobble together a team of misfits and turn the cash-strapped Oakland A’s into World Series contenders. (FYI—No spoilers anywhere.) That’s where the sports metrics craze started, a decade ago in Major League Baseball. Now it’s everywhere in American sports—the MLB, NBA, NFL, NCAA. According… Read More
Social media has put everything into a new light, as empowered customers are taking up their mobile phones and tweeting their distress for all the world to see—Becky Carroll Researchers Todd Arnold, Gary Frankwick and Jaewon Yoo wanted to know how the customer-to-customer relationship is affecting service today. In a joint study by Oklahoma University, the… Read More
A lot of us are giving lip service to customer feedback—we seek it out and accept it, and then we do nothing with it. And yet constructive criticism is how we evolve, in life as well as business. We need to use the information, not throw it into the Raiders of the Lost Ark vault… Read More
Ask any executive at a rising company (or teenager in the middle of a growing spurt) and they’ll tell you the same thing—growth hurts. It’s positive overall, but it hurts. Automation can help, obviously. With the right technologies, companies can boost and maintain brand value by automating redundant processes, getting better economies of scale and… Read More
Self-service through automation is speeding up customer service. And the faster customer service gets, the faster customers expect it to be. It’s kind of a Catch-22 or self-fulfilling prophecy of our own creation. Self-service is everywhere now, and we all benefit from it. We don’t have to physically go to the bank or chit-chat on… Read More
Cost efficiencies are fine, but not at the expense of the customers. —Customer relationship management (CRM) guru Paul Greenberg. We all want a more efficient business. But if there’s a tab to pay for that efficiency, we can’t have our customers picking it up. So Company XYZ decides it’s time to automate communications with an… Read More
Voice biometrics technology, simply put, verifies the identity of a speaker. Somewhat confusingly, it’s also known as voice recognition, speaker recognition, voiceprinting, voice authentication and others. For the sake of clarity, we call it voice biometrics. Speech Recognition Versus Voice Biometrics Automated speech recognition (ASR) is a key aspect of technologies such as interactive voice… Read More
Speech synthesis, or text-to-speech (TTS), is the computer-based creation of artificial speech from normal language text. Not to be confused with recorded audio playback, TTS is computer-generated speech formed from text. How It Works There are two main components of a TTS system: The first is natural language processing (NLP), which converts raw text (including… Read More
Automated speech recognition (ASR) has to effectively distinguish spoken words from background noise in a real-world (i.e., noisy) environment. In an ideal listening environment (i.e., no background noise) such as a lab where a technician is training a new system, speech recognition systems can easily identify and convert spoken words into strings of text that… Read More
Automatic Speech Recognition (ASR) software transforms voice commands or utterances into digital information that computers can use to process human speech as input. In a number of varying applications, speech recognition enables users to navigate a voice-user interface or interact with a computer system through spoken directives. How It Works Given the sheer number of words… Read More
How the Public Switched Telephone Network Works
3 Studies Showing Why You Shouldn’t Put…
Where Do Telephone Numbers Come From?
Everything You Need To Know About IVR Containment Rates
How to Get More From Your IVR with Artificial Intelligence
What is VoIP and How does it Work?
IVR and Audio Transcription: Find the Method That’s…
Approaches to Effective Alpha-Numeric Input for your…
Transcription vs. ASR: Which Is Right For You?
Making the Audio Flow in Your IVR Apps
